服务机构复原力的可能性

IF 3.8 4区 管理学 Q2 BUSINESS Journal of Services Marketing Pub Date : 2024-04-09 DOI:10.1108/jsm-01-2024-0039
Colin Michael Hall, Sara Naderi Koupaei
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引用次数: 0

摘要

本文对社会和商业科学中的复原力文献及其与服务组织的相关性进行了批判性回顾和评论。研究结果确定了两种主要的复原力方法(工程复原力和社会生态复原力),每种方法都对复原力的性质有不同的假设,并对服务背景下的政策制定、指标选择和应用有相应的影响。这些方法在不同的规模上运作,在实施变革性服务营销的可能性方面具有不同的特性。实际意义不同的复原力概念对与复原力相关的政策制定以及对服务生态系统和组织中的变化和适应的理解具有深远的影响。社会意义复原力的变革可能性与服务组织积极提高和构建社会能力以及复原力概念的持久复原力有关。原创性/价值本文强调了明确界定复原力概念及其对研究和变革性服务组织的影响的重要性。
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The possibilities of resilience for service organisations

Purpose

This paper aims to provide an examination of the use of the concept of resilience and its use in service organisation, ecosystem-related literature and the wider social sciences.

Design/methodology/approach

This paper provides a critical review and commentary on the resilience literature in the social and business sciences and its relevance to service organisations.

Findings

Two main approaches towards resilience are identified (engineering and socio-ecological resilience) with each having different assumptions about the nature of resilience with corresponding implications for policymaking, indicator selection and application in a service context. These approaches operate at different scales and possess different properties with respect to the likelihood of enacting transformative service marketing.

Practical implications

Different conceptualisations of resilience have profound implications for resilience-related policymaking as well as understanding change and adaptation in service ecosystems and organisations.

Social implications

The transformative possibilities of resilience are connected to the active enhancement and construction of social capacity by service organisations and the persistent resilience of the resilience concept.

Originality/value

This paper highlights the importance of clearly defining the resilience concept and its implications for research and transformative service organisations.

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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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