University of Auckland Business School
Although the importance of flexibility has long been recognized in the service industry, scholars and practitioners alike still struggle to express the value of flexible services in economic terms. The authors perceive that many service providers tend to strive for very flexible service processes no matter in which ecosystem they are embedded. They invest huge amounts of money in flexibilization projects without being able to justify their decisions in line with economic criteria. Scholars, in contrast, advise against investing as much as possible in flexibilization. Concrete recommendations, however, are missing.