Flexibility in field services: a conceptual model

This paper present theoretical framework to deliver integrated solution in capital goods market Flexibility can be considered as the capability of an organization to face uncertainty. Since field services are characterized by a high degree of uncertainty, flexibility can be considered an important competitive weapon in field service business. Flexibility has been extensively studied in manufacturing environments, however, to the best of our knowledge, there are no papers addressing this topic in the field service literature. In this paper, we develop a conceptual model where the most important dimensions of field service flexibility are defined and the relationships between them are described. Such a model can help service managers understand how flexibility can be achieved and leveraged to compete in field service business.