Reference no: EM133294893

Topic: "Developing Resilience Capabilities in Service Organisations"

The service sector is rapidly developing worldwide, contributing significantly to the growth of the world economy. Today, organisations depend on the delivery of exceptional service quality as a means to attract and retain loyal customers (Kasiri et al., 2017; Malhotra et al., 2020). The changing external environment and increasing conditions of volatility, uncertainty, complexity and ambiguity (VUCA) (Petricevic and Teece, 2019), particularly since COVID-19 pandemic. In the management and psychology literature, the concept of resilience has been studied in a wide variety of fields including organisational psychology (Powley, 2009), supply chain management (Sheffi and Rice, 2005), strategic management (Annarelli and Nonino, 2016), and services marketing (Bolton, 2020; Fehrer and Bove, 2022; Sok et al., 2021). In all these fields, resilience (Van Breda, 2018) is related to the capability and ability of an organisation and the individual to return to a stable state (which may be a new state of normality) after a disruption. According to dynamic capability theory, organisations need to respond quickly to turbulence and discontinuities to sustainable sources of competitive advantage (Teece et al., 1997). The reconfiguration and/or transformation of competencies is a critical capability for organisational adaptation during environmental change. Therefore, service organisations need to adopt both reconfiguration and transformational strategies to successfully build resilience.

FROM THE ABOVE SCENARIO, MAKE A DETAIL PROJECT AS PER FOLLOWING VALID POINTS

ANSWER THE BELOW QUESTIONS OF ABOVE TOPIC SCENARIO:::

1- Executive Summary

2- Introduction

3- Literature Review

Review literature on the environment concepts of volatility, uncertainty, complexity and ambiguity (VUCA) and the concept of resilience in service firms and discuss how service organisations (and service workers) strengthen and leverage capabilities for resilience.

4- Case Study

4.1- Identify HOTEL service products (i.g., core services, supplementary services and/or delivery processes).

4.2- Analyse how the HOTEL has changed to offer customers and responded key factors stimulating the transformation of the service economy under the VUCA environment situation.

(For example, government policies, social changes, business trends, globalisation and advances. Consider at least three factors.)

5- Conclusion

6- Recommendations

7- References