The impacts of structural and infrastructural elements to service operations flexibility

The influence of technology

Research output: Chapter in Book/Report/Conference proceedingConference contribution

15 Citations (Scopus)

Abstract

This study investigates the impacts of structural and infrastructural elements and service operations flexibility, particularly the influence of technology. Structural elements decisions are grouped as capacity, location, integration/networking, and technology while infrastructural elements decisions consists worker empowerment, quality leadership, and team management. Service operations flexibility is divided into internal robustness and external flexibility. A large scale survey that involved 9 service industries divided into high-low customer contact groups was conducted with the total of 254 valid responses. The relationships are tested using multiple regression analysis. All independent variables are found to be significantly influencing the two dimensions of operations flexibility with some interesting difference in the degree of standardized beta coefficients. Technology is found to be the prime factor that affects both types of flexibility. We discuss the findings and suggest implications to theory and practices.

Original languageEnglish
Title of host publicationICEMT 2010 - 2010 International Conference on Education and Management Technology, Proceedings
Pages27-31
Number of pages5
DOIs
Publication statusPublished - 2010
Event2010 International Conference on Education and Management Technology, ICEMT 2010 - Cairo
Duration: 2 Nov 20104 Nov 2010

Other

Other2010 International Conference on Education and Management Technology, ICEMT 2010
CityCairo
Period2/11/104/11/10

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flexibility
networking
empowerment
regression analysis
customer
Service operations
contact
leadership
worker
industry
management
Group

Keywords

  • Flexibility
  • Operations strategy
  • Service firms

ASJC Scopus subject areas

  • Information Systems and Management
  • Education

Cite this

The impacts of structural and infrastructural elements to service operations flexibility : The influence of technology. / Idris, Fazli; Mat Hassan, Mohd. Ezani; Nik Ab. Rahman, Nik Mutasim.

ICEMT 2010 - 2010 International Conference on Education and Management Technology, Proceedings. 2010. p. 27-31 5657553.

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Idris, F, Mat Hassan, ME & Nik Ab. Rahman, NM 2010, The impacts of structural and infrastructural elements to service operations flexibility: The influence of technology. in ICEMT 2010 - 2010 International Conference on Education and Management Technology, Proceedings., 5657553, pp. 27-31, 2010 International Conference on Education and Management Technology, ICEMT 2010, Cairo, 2/11/10. https://doi.org/10.1109/ICEMT.2010.5657553
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