重新配置和转型以提高复原力:建设服务组织以实现可持续性

IF 3.8 4区 管理学 Q2 BUSINESS Journal of Services Marketing Pub Date : 2024-03-14 DOI:10.1108/jsm-04-2023-0144
Arjun J Nair, Sridhar Manohar, Amit Mittal
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引用次数: 0

摘要

目的在诸如 COVID-19 大流行病等不可预测的动荡时期,服务组织的应对措施必须具有创新性、适应性和复原力。本研究的目的是探讨如何利用重组和转型战略作为培养服务组织复原力和推进可持续发展的工具。研究还使用了语义差异量表来捕捉细微而复杂的态度。最后,为了增强复原力模型的有效性,还利用商业数学和专家意见制定了一个测量量表。 研究结果虽然投资于复原力培训可以帮助组织在危机时刻获得控制权并维持运营,但它可能无法直接帮助服务组织了解外部动荡、寻求可用资源或制定适应性补救措施。相反,高水平的重新配置和转型管理活力能够增强服务组织的革命性、可塑性愿景、组织结构和决策流程,欢迎有才华和创新精神的员工在危机期间提高能力。研究局限/影响抗逆力模型使人们对服务组织抗逆力建设的相关性有了全面的了解,确定了影响采用这些战略的先决条件,并引入了一系列理论视角,使服务组织能够对抗逆力建设进行概念化和规划。研究指导服务机构通过多样化产品、优化资源和采用灵活的工作安排,提高对外部冲击的应变能力,并适应不断变化的环境。研究阐述了如何通过采用重组和转型战略,增强服务机构的复原力、加强创新、提高效率和提升客户满意度,从而保持竞争力,并为积极的社会和经济成果做出贡献。快速创新和业务模式创新是必不可少的组成部分,可帮助服务机构培养创新文化并保持竞争力。此外,采用这种方法还能提高财务业绩、创造就业机会和促进经济增长,从而对社会和经济产生积极影响。 社会影响复原力模型使人们全面了解了建设服务组织复原力的相关性。它确定了影响采用这些战略的先决条件,并引入了一系列理论视角,使服务组织能够构思和规划复原力建设。研究还为进一步调查这些战略的有效性及其对组织绩效和可持续性的影响奠定了基础。通过让服务组织更好地应对干扰和不确定性,本研究可改善组织绩效和可持续发展。 原创性/价值在服务行业领域,本研究对复原力和韧性进行了开发、量化和审查。此外,本研究还深入探讨了影响复原力的因素和先决条件的复杂动态,阐明了这些因素和先决条件对服务型组织的运营绩效和前景的影响。研究结果为提高该部门的运营效率和克服障碍提供了宝贵的见解。
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Reconfiguration and transformation for resilience: building service organizations towards sustainability

Purpose

Amidst unpredictable and turbulent periods, such as the COVID-19 pandemic, service organization’s responses are required to be innovative, adaptable and resilient. The purpose of this study is to explore the utilization of both reconfiguration and transformational strategies as instruments for cultivating resilience and advancing sustainability in service organizations.

Design/methodology/approach

The study examines a proposed resilience model using fuzzy logic. The research also used a semantic differential scale to capture nuanced and intricate attitudes. Finally, to augment the validity of the resilience model, a measurement scale was formulated using business mathematics and expert opinions.

Findings

Although investing in resilience training can help organizations gain control and maintain their operations in times of crisis, it may not directly help service organizations understand the external turmoil, seek available resources or create adaptive remedies. Conversely, high levels of reconfiguration and transformation management vigour empower a service organization’s revolutionary, malleable vision, organizational structure and decision-making processes, welcoming talented and innovative employees to enhance capabilities during crises.

Research limitations/implications

The resilience model bestows a comprehensive understanding of the pertinence of building resilience for service organizations identifying the antecedents that influence the adoption of these strategies and introduces a range of theoretical perspectives that empowers service organizations to conceptualize and plan for building resilience. The research guides service organizations to become more resilient to external shocks and adapt to changing circumstances by diversifying their offerings, optimizing their resources and adopting flexible work arrangements. The study elaborates on the enhancement of resilience, increasing innovation, improving efficiency and enhancing customer satisfaction for service organizations to remain competitive and contribute to positive social and economic outcomes through the adoption of both reconfiguration and transformational strategies.

Practical implications

The study also guides the service organizations to become more resilient to external shocks and adapt to changing circumstances by diversifying their offerings, optimizing their resources and adopting flexible work arrangements. Rapid innovation and business model innovation are essential components, enabling service organizations to foster a culture of innovation and remain competitive. In addition, the adoption can lead to improved financial performance, job creation and economic growth, contributing to positive social and economic impacts.

Social implications

The resilience model bestows a comprehensive understanding of the pertinence of building resilience for service organizations. It identifies the antecedents that influence the adoption of these strategies and introduces a range of theoretical perspectives that empowers service organizations to conceptualize and plan for building resilience. The research also provides a foundation for further investigation into the effectiveness of these strategies and their impact on organizational performance and sustainability. By better preparing service organizations for disruptions and uncertainties, this research triggers ameliorated organizational performance and sustainability.

Originality/value

Within the realm of the service industry, the present investigation has undertaken the development, quantification and scrutiny of both resilience and tenacity. In addition, it has delved into the intricate dynamics surrounding the influencing factors and antecedents that bear upon resilience, elucidating their consequential impact on the operational performance and outlook of service-oriented organizations. The findings derived from this research furnish valuable insights germane to enhancing operational efficacy and surmounting impediments within the sector.

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来源期刊
CiteScore
7.80
自引率
20.50%
发文量
63
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.
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