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A Framework to Evaluate the Effects of Organizational Resilience on Service Quality

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  • Alessandro Annarelli

    (Department of Computer, Control and Management Engineering, Sapienza University of Rome, Via Ariosto 25, 00185 Rome, Italy)

  • Cinzia Battistella

    (Polytechnic Department of Engineering and Architecture, University of Udine, 33100 Udine, Italy)

  • Fabio Nonino

    (Department of Computer, Control and Management Engineering, Sapienza University of Rome, Via Ariosto 25, 00185 Rome, Italy)

Abstract

Disruptions and unexpected turbulences characterize the contemporary service industry and pose greater criticalities to organizations that have concerns about both their survival and their business sustainability. The answer to this challenge is to design an organizational system aimed at enhancing so-called organizational resilience. The aim of this work is to present and test an assessment methodology based on a framework that links key static and dynamic characteristics of firms as resilient systems and relates these characteristics with service quality preservation after disruptions. The framework adopts a set of indicators, namely resilience dimensions, to comprehend the real effects of resilience characteristics with service quality dimensions. Through the analysis of a real case, we provided evidence of how the model can be applied in a backward perspective to understand fault modes of specific events. Results show how inadequacies in terms of resilience characteristics determine losses of service quality, and also how the model can be used as a predictive tool to determine in which area companies should intervene in order to improve resilience and service quality.

Suggested Citation

  • Alessandro Annarelli & Cinzia Battistella & Fabio Nonino, 2020. "A Framework to Evaluate the Effects of Organizational Resilience on Service Quality," Sustainability, MDPI, vol. 12(3), pages 1-15, January.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:3:p:958-:d:313918
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    References listed on IDEAS

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    Cited by:

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    2. Ibrahim Adow Aden & Dr. Janet Muthimi, 2022. "Explicating the Impact of Customer Retention on Organizational Resilience: An Empirical Study of Selected Insurance Companies in Kenya," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 6(10), pages 582-592, October.
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    9. Yongming Wang & Umar Iqbal & Yingmei Gong, 2021. "The Performance of Resilient Supply Chain Sustainability in Covid-19 by Sourcing Technological Integration," Sustainability, MDPI, vol. 13(11), pages 1-17, May.
    10. Ekom Etim Akpan & Eluka Johnny & Waribugo Sylva, 2022. "Dynamic Capabilities and Organizational Resilience of Manufacturing Firms in Nigeria," Vision, , vol. 26(1), pages 48-64, March.
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