How can service organizations build resilience by leveraging capabilities and service worker team knowledge?

IF 3.8 4区管理学 Q2 BUSINESS Journal of Services Marketing Pub Date : 2024-04-16 DOI:10.1108/jsm-02-2023-0059

Girish Prayag, Lucie K. Ozanne, Mesbahuddin Chowdhury

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Abstract

Purpose

Grounded in dynamic capabilities theory, this study aims to examine how dynamic capabilities and a transactive memory system (TMS) can build the resilience of service organizations and improve their financial performance. Limited studies examine the link between a TMS and organizational resilience.

Design/methodology/approach

The authors test a theoretical model on a sample of 350 UK service firms that were impacted by the COVID-19 pandemic and analyze the data using partial least square structural equation modeling.

Findings

Results highlight the positive effects of a TMS and dynamic capabilities on organizational resilience. Only a TMS and organizational resilience have direct positive effects on financial performance.

Originality/value

To the best of the authors’ knowledge, this is the first study to ascertain the influence of a TMS on organizational resilience in service firms following adversity.

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服务组织如何通过利用能力和服务人员团队知识来建立复原力？

目的本研究以动态能力理论为基础，旨在探讨动态能力和交互式记忆系统（TMS）如何增强服务机构的应变能力并提高其财务业绩。作者以受 COVID-19 大流行病影响的 350 家英国服务企业为样本，对理论模型进行了检验，并使用偏最小二乘法结构方程模型对数据进行了分析。研究结果研究结果表明，TMS 和动态能力对组织复原力有积极影响。就作者所知，这是第一项确定 TMS 对逆境后服务公司组织复原力影响的研究。

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来源期刊

Journal of Services Marketing BUSINESS-

CiteScore

7.80

自引率

20.50%

发文量

期刊介绍： ■Customer policy and service ■Marketing of services ■Marketing planning ■Service marketing abroad ■Service quality Capturing and retaining customers in a service industry is a vastly different activity to its product-based counterpart. The fickle nature of today"s consumer is a vital factor in understanding the factors which determine successful holding of market share - and the intense competition within the sector means practitioners must keep pace with new developments if they are to outwit competitors and develop customer loyalty.