Dynamic service capabilities enabling agile services : Scale development and initial validation in Indian services industry

Purpose The purpose of t1his paper is to develop an instrument to measure agile services based on dynamic capabilities theory. The paper investigates the service agility through two building blocks service sensing and seizing agility and service responding agility. Design/methodology/approach The items were generated using existing scales, content analysis and using in-depth interview. The scale was validated using data from Indian services industry. Findings A pool of 32 items for dynamic service capabilities enabling agile services and 12 items for agile services were proposed. Empirical validation shows that the scale exhibits high levels of reliability. Research limitations/implications The new concept of agile services has been introduced, which is of recent interest to both practitioners and academicians alike. The limitations of the study include a low respondent rate. Practical implications Organizations need measure the degree of agile services and different capabilities this can facilitate agile services. This scale can act as a foundation for organizations to evaluate their capabilities. This scale will act as a tool for top managers to assess their capabilities and suitably improve the capabilities of their services. Originality/value The capabilities enabling agile services are based on the dynamic capabilities framework and a new construct (agile services) is being proposed. This scale will be a theoretical contribution to this literature.