{"title":"社论:在日益模糊、动态和复杂的世界中提高服务复原力--吸收、适应和转变","authors":"Janet Davey, Jayne Krisjanous, Nicholas Ashill","doi":"10.1108/jsm-03-2024-0122","DOIUrl":null,"url":null,"abstract":"<h3>Purpose</h3>\n<p>This editorial introduces a special issue of the <em>Journal of Services Marketing</em>, dedicated to the concept of resilience in the services sector. 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引用次数: 0
摘要
目的这篇社论介绍了《服务营销期刊》(Journal of Services Marketing)的一期特刊,该特刊专门讨论服务业的复原力概念。这篇社论旨在明确服务组织、网络和系统在面对市场混乱或市场混乱之后是如何恢复的。设计/方法/途径作者借鉴服务研究领域的现有文献,说明了服务学者如何才能更好地理解作为服务组织恢复力重要组成部分的过程、关系和结果。研究结果这篇社论提出了一个理论框架,说明了基于资源的互动、关联和相互依存的恢复力实践,使服务组织和个人能够发展和增强恢复力。特刊论文确定了指导未来研究的六个主题:概念的复杂性和可操作性的挑战;文化、背景和复原力;复原力的前因和结果;复原力与人工智能和技术的复杂世界;价值共创;以及服务生态系统。它还展示了如何定义和操作这一概念的多样性。在日益模糊、动态和复杂的服务世界中,我们的理论框架确定了三种基于资源的复原力实践,从而为服务复原力的概念化提供了一种新方法。它们共同构成了进一步研究的六个主题。
Editorial: Service resilience in an increasingly ambiguous, dynamic and complex world – absorb, adapt and transform
Purpose
This editorial introduces a special issue of the Journal of Services Marketing, dedicated to the concept of resilience in the services sector. This editorial aims to identify how service organizations, networks and systems are resilient in the face of or wake of marketplace disruptions.
Design/methodology/approach
Drawing on available literature in service research, the authors illustrate how service scholars can better understand the processes, relationships and outcomes that are a crucial part of resilience in service organizations.
Findings
This editorial presents a theoretical framework illustrating interactive, linked and interdependent resource-based resilience practices that enable service organizations and individuals to develop and grow resilience. The special issue papers identified six themes to guide future research: conceptual complexity and challenges of operationalization; culture, context and resilience; antecedents to resilience and outcomes; resilience and the complex world of artificial intelligence and technology; value co-creation; and service ecosystems.
Originality/value
This editorial presents service researchers with an overview of research examining the concept of resilience. It also demonstrates diversity in how the concept is defined and operationalized. Our theoretical framework illustrates a new way of conceptualizing service resilience by identifying three resource-based resilience practices in an increasingly ambiguous, dynamic and complex service world. Together these underpin the six themes for further research.
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.