Flexibilization of Service Processes : Toward an Economic Optimization Model

摘要: Although the importance of flexibility has long been recognized in service industry, scholars and practitioners alike still struggle to express value flexible services economic terms. We perceive that many providers tend strive for very processes no matter which ecosystem they are embedded. They invest huge amounts money flexibilization projects without being able justify their decisions line with criteria. Scholars, contrast, advise against investing as much possible flexibilization. Concrete recommendations, however, missing. Especially insights into positive effects require more attention. Against this backdrop, we propose an optimization model a first step capture general relationships govern processes. The enables estimate appropriate levels volume functional select accordingly. also provide applicability via demonstration example.