Developing a Conceptual Framework for Service Trade-offs: A Theoretical Synthesis Grounded in Skinner’s Work

This study introduces a conceptual framework based on Skinner's Trade-offs Model that explains the fundamental causes of service trade-offs in the service sector. It highlights the use of Skinner’s manufacturing-focused framework, which often overlooks the complex interactions within service systems. The study design is theoretical and developed by synthesising foundational service operations literature with recent advances in the field. The scope aims to enhance the practical application of the service trade-offs model by incorporating serviceability, flexibility, and three additional service dimensions from service operations research: service capacity and demand, service design, and the service process. The study also considers shared services and service priorities as mediators in this expanded framework, making the framework easier to test and providing more precise directions for future research. The findings address gaps in existing studies and offer valuable insights for service organisations to manage trade-offs better.