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Flexibilization of Service Processes : Toward an Economic Optimization Model

Title data

Neuhuber, Lydia ; Krause, Felix ; Röglinger, Maximilian:
Flexibilization of Service Processes : Toward an Economic Optimization Model.
2013
Event: 21st European Conference on Information Systems (ECIS) , 05.-08.06.2013 , Utrecht, The Netherlands.
(Conference item: Conference , Paper )

Official URL: Volltext

Abstract in another language

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. We 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. Especially insights into the positive economic effects of flexible service processes require more attention. Against this backdrop, we propose an economic optimization model as a first step to capture the general relationships that govern the flexibilization of service processes. The optimization model enables service providers to estimate appropriate levels of volume and functional flexibility and to select flexibilization projects accordingly. We also provide first insights into the applicability of the optimization model via a demonstration example.

Further data

Item Type: Conference item (Paper)
Refereed: Yes
Subject classification: service management; services; flexibility; business process management; optimization model
Institutions of the University: Faculties > Faculty of Law, Business and Economics > Department of Business Administration
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Professorship Business Information Systems and Value Oriented Process Management
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Professorship Business Information Systems and Value Oriented Process Management > Professorship Business Information Systems and Value Oriented Process Management - Univ.-Prof. Dr. Maximilian Röglinger
Research Institutions
Research Institutions > Affiliated Institutes
Research Institutions > Affiliated Institutes > Fraunhofer Project Group Business and Information Systems Engineering
Research Institutions > Affiliated Institutes > FIM Research Center Finance & Information Management
Faculties
Faculties > Faculty of Law, Business and Economics
Result of work at the UBT: Yes
DDC Subjects: 000 Computer Science, information, general works > 004 Computer science
300 Social sciences > 330 Economics
Date Deposited: 08 Apr 2015 07:03
Last Modified: 12 Mar 2019 15:47
URI: https://eref.uni-bayreuth.de/id/eprint/8256