This in an empirical research, involving four important organizational resources, location, capacity, technology, and integration and their effects on operation flexibility. This study is done within the context of the service industry in Malaysia and South African service industries. The study employed a potent SEM PLS methods to test the relationship and predict which factor has the most influence. It is found that technology has the strongest effect on both types of operations flexibility. On the reasons behind these interesting findings, managerial and theoretical justifications are offered.
The effects of location, capacity, technology and integration on operational flexibility: A service industry perspective
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