Innovation and Flexibility in Services Provided by Manufacturing Companies

Manufacturing companies are positioning themselves increasingly as providers ofservices and solutions to their products in order to satisfy the customers' various needs and wishes.The paper presents the results of a research investigating the items related to innovation andflexibility of services among electrical engineering companies in the Czech Republic. The aim ofthe paper is to find out if innovation and flexibility in services provided by manufacturingcompanies have a positive impact on the customers. Design/methodology/approach: To address the research objective, the questionnaire in the formof the Likert scale was prepared to gather information about services. A total of 60 SMEs from theSouth Moravian region of the Czech Republic participated in the survey during 2014. This is a firstempirical research focused on this area held among the electric engineering companies in the CzechRepublic. Findings: The main findings show that there is no direct impact of flexibility and innovation inservices on customers, but it can be said that flexibility and innovation perceived by customers arestill affecting, although less than we expected. Research/practical implications: In some areas, innovation and flexibility had strong positiveimpact on customers and there was certainly no negative impact. Even if there is no direct impactof flexibility and innovation on customers here, it can be said that flexibility and innovation bycustomers are still affecting, although less than we expected. Managers will certainly not defraudthemselves if they put emphasis on innovation and increasing flexibility for services offered bymanufacturing companies. Originality/value: There is still little information about understanding the service issue inmanufacturing companies. Therefore, the paper is focused on innovation and flexibility in servicesprovided by manufacturers in the Czech Republic.