Is Strategic Fit an Antecedent of Service Delivery? Insights from Review of Literature
Year: 2025
Type: article
Abstract: This research paper examines the relationship between strategic fit and service delivery, drawing on a review of conceptual, theoretical and empirical literature. Strategic fit, defined as the coherence between an organization's internal capabilities and external environmental demands, is a critical driver of organizational success. Service delivery, on the other hand, reflects an organization's ability to meet or exceed customer expectations through quality, efficiency, and responsiveness. The study explores the organizational, environmental, resource, and dynamic fit dimensions of strategic fit and their influence on service delivery outcomes. Guided by strategic management theories, including contingency theory, dynamic capabilities theory, service quality theory, and the balanced scorecard model, the paper synthesizes existing knowledge to propose a theoretical framework linking strategic fit to service delivery. Empirical evidence from recent studies across various industries and geographical contexts highlights the importance of aligning internal resources, strategies, and capabilities with external demands to enhance service quality and customer satisfaction. The findings reveal that strategic fit significantly impacts service delivery. The study identifies gaps in the literature, particularly the need for more research on small and medium-sized enterprises (SMEs) and longitudinal studies to understand the long-term effects of strategic fit on service delivery. The proposed theoretical model provides a foundation for future research, offering insights into how organizations can optimize strategic fit to achieve superior service outcomes. This paper contributes to the strategic management literature by bridging the gap between strategic fit and service delivery, offering practical recommendations for organizations seeking to enhance their service delivery processes. The study showed that all parameters of strategic fit (environmental, organizational, resource and dynamic strategic fit) are critical in determining organizational service delivery.
Language: English
Subfield: Strategy and Management
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4411465807