サービス分野におけるオペレーションの柔軟性研究に関する文献調査

抄録

In service organizations, operational flexibility has a stronger impact on organizational performance than in manufacturing firms. This study aimed to conduct a literature review of operational flexibility in the service sector, overview research trends on the topic, and identify future research issues. A systematic literature collection identified 28 literature from two databases (i.e., Web of Science Core Collection and EBSCO Business Source Premier). The literature review revealed trends in constructs, theoretical foundations (operations management research, service perspective, organisational flexibility), research sites, research design and outcome variables in the service operational flexibility research. Especially, when organizing the characteristics of research design by theoretical foundations, previous studies suggested limitations in comprehensively clarifying constructs of operational flexibility tailored to the context of service organizations. Therefore, in this study, we propose the research agenda of examining the constructs related to operational flexibility in service organizations using a qualitative research method known as the Gioia methodology.