Better to be flexible than to have flunked

Abstract

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Market‐focused flexibility and innovative performance in public healthcare: Evidence from India

“…The present study has several implications for the theory. Previous studies suggest exploring the dynamics of flexibility in services which improve the capabilities of adaptation (Lin et al, 2015; Luangsakdapich et al, 2016; Slack, 2005). Recent studies advocate that service deliveries must exhibit flexibilities that are market‐focused (Alessandra et al, 2020; Liu et al, 2019; Shukla & Sushil, 2020).…”

“…With the increasing importance of a service‐based economy, scholars suggest exploring the dynamics of flexibility in services (Dumont et al, 2017; Lin et al, 2015; Vredenburg & Bell, 2014). Brozovic et al (2016) posit that flexibility in services refers to adapting and creating customer values.…”

“…Accordingly, Brozovic et al (2016) suggest that service providers adjust their resources and capacity to deliver customized services. Recent studies have identified the role of flexibility to understand customer requirements and redesign services (e.g., (Alessandra et al, 2020; Lin et al, 2015). The service delivery systems in general and healthcare, in particular, are arguably faced with similar challenges to develop the capabilities to exhibit flexibility.…”

“…Skålén et al (2015) argue that executing flexibility in firm practices without a market focus will not help redesign services. Therefore, the conceptualization of market‐focused flexibility in service organizations must consider market‐linking activities and understanding customer idiosyncrasies (Brozovic et al, 2016; Lin et al, 2015; Morgan et al, 2014). Although many researchers focus on the market‐focused perspective of flexibility (Johnson, Lee, Saini, et al, 2003; Morgan et al, 2014; Raj et al, 2006), there is limited knowledge on the factors that facilitate them to drive the market under the emergent conditions (e.g., changing service delivery models, new working methods, and advanced clinical processes).…”

Managing environmental turbulence through innovation speed and operational flexibility in B2B service organizations

“…Vink et al (2019) found that mental models are antecedents to innovation in a healthcare ecosystem context and that changes in service design practices can positively influence mental models. Lin et al (2015) found that a service flexibility mindset among team members leads to enhanced workplace performance. A B2B organization's ability to rapidly coordinate across functions to create and deliver customer value and innovation in response to MT is a crucial dynamic capability (Falasca et al, 2017):…”