서비스유연성의 구성요소, 영향요인 및 운영성과에 관한 연구

Abstract

This study empirically analyzes the relationship between the flexibility component of service firms, organizational capability and service operation performance. The first purpose of this study is to define the concept of service flexibility and find a new dimension of service flexibility. Second, the factors influencing service flexibility are categorized into service leadership capability, service human resource management competency, and service process technical support competency, focusing on organizational capability. Third, classify service flexibility into service level flexibility, service human function flexibility, and service process flexibility, and empirically analyzes the relationship with operational performance. Lastly, it examines whether there are significant differences according to the characteristics of the service process in relation to organizational capability, service flexibility, and operational performance. The results of this study can suggest the following implicationsBR Academically, First, Redefines the concept of service flexibility and draws out the components to suggest a conceptual framework for flexibility in service operation management. Second, Identify the relationship between service flexibility components and service operation performance Third, Comprehensive research model of organizational capability, service flexibility and operational performanceBR Practically, First, Emphasizes the importance of service flexibility and enables flexibility in measuring and classifying service firms. Second, Exploring the Organizational Capability Management of Service Providers for Service Flexibility and Operational Performance.