Auxiliary Flexibility in Healthcare Delivery System: An Integrative Framework and Implications

Abstract

The purpose of the study is to conceptualize auxiliary flexibility and identify its sources to provide varied services to the patients. The study aims to explore inter-organizational relationship from a flexibility perspective in the healthcare delivery system. This paper uses case studies based on the semi-structured interview, observation method, and informal discussions with healthcare professionals. In the present study, auxiliary flexibility is conceptualized as a new dimension of flexibility in the healthcare delivery system which provides internal strength to the healthcare organizations to reduce their service variability. Different sources for achieving auxiliary flexibility include outsourcing arrangements, networking, strategic alliances, and collaboration. An integrative framework is developed to establish the relationship of auxiliary flexibility with market-focused flexibility and patient satisfaction. The study is restricted to the findings derived from two hospitals in the Indian healthcare setting. The sample size for the semi-structured interview is limited to senior healthcare professionals. This paper is unique in proposing auxiliary flexibility in the healthcare delivery system and offers new insights to address the gap in the literature regarding how external resources and inter-organizational relationship help in achieving auxiliary flexibility. The framework and propositions presented in the study will guide for appropriate marketing planning and future research. This study provides an overview to shape and redesign inter-organizational relationship to find the different sources of auxiliary flexibility for improved service delivery.