Service flexibility: analysis of the tactics used by event organizing entities

Abstract

Despite the relevance of events for the Brazilian economy, still only a few papers study the use of management techniques in this kind of service. Therefore, this study aims to compare the tactics used by event organizers to deal with the risks in the service delivery. For this, a multiple case study was carried out with six Brazilian event organizers entities. An explanatory research was carried out through structured interviews and documentary research. The analysis of the data showed that there is an interrelation between some of the risks presented during the event execution. As well, it was possible to understand which types of flexibilities are used to process them. By relating the risks to the flexibilities, it was understood that there was no type of flexibility in the researched literature related to changes in the internal infrastructure. Therefore, a new kind of flexibility was proposed: internal infrastructure flexibility.