The literature reviews on service flexibility theory

In the field of economic development, service industry is in a revolutionary period. Since the 1990s, the problem of service flexibility began to be concerned by the service management and service marketing investigators. This paper mainly conducts a comprehensive review on the concept and classification of flexibility and service flexibility, the type and evaluation latitude of the ability of service flexibility, ways to improve the ability of service flexibility. Finally, the paper discusses limitations and opportunities of the research of service flexibility.