Strategic Responsiveness and Service Delivery: A Critical Review of Literature

Abstract

Purpose: The main objective of the study was to review conceptual, theoretical and empirical literature on the relationship between strategic responsiveness and service delivery with the view of highlighting the knowledge gaps suitable to form basis for future research work. Methodology: A comprehensive literature review was conducted, focusing on both theoretical and empirical studies on strategic responsiveness and service delivery. The study synthesizes findings from past research, emphasizing the gaps in existing literature and the need for integrated approaches. Theoretical models such as the Resource-Based View (RBV) and the Service Quality Gap Model are applied to understand how strategic responsiveness impacts service delivery in diverse organizational contexts. Findings: The study identified a direct relationship between strategic responsiveness and service delivery, where organizations that effectively respond to market changes can enhance service quality, customer satisfaction, and organizational resilience. The key dimensions of strategic responsiveness were found to influence service delivery outcomes such as customer satisfaction, first call resolution, and service cost efficiency. Additionally, the study highlights the importance of aligning organizational strategies with stakeholder expectations and leveraging technology to streamline service processes. Unique Contribution to Theory, Policy and Practice: This research contributes to the theory by extending the understanding of strategic responsiveness beyond traditional operational agility to include the technological, human resource, and market perspectives. Practically, it provides organizations with actionable insights on how to integrate strategic responsiveness into service delivery models to enhance customer experiences and reduce operational inefficiencies. Policy implications include encouraging businesses to adopt a holistic approach to strategy formulation that considers dynamic market factors and service quality standards, ensuring that organizations remain competitive and resilient in a rapidly evolving global environment.