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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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    1. Kai Fischer & Stefan Hiermaier & Werner Riedel & Ivo Häring, 2018. "Morphology Dependent Assessment of Resilience for Urban Areas," Sustainability, MDPI, vol. 10(6), pages 1-14, May.
    2. Luca Fraccascia & Ilaria Giannoccaro & Vito Albino, 2018. "Resilience of Complex Systems: State of the Art and Directions for Future Research," Complexity, Hindawi, vol. 2018, pages 1-44, August.
    3. Annarelli, Alessandro & Nonino, Fabio, 2016. "Strategic and operational management of organizational resilience: Current state of research and future directions," Omega, Elsevier, vol. 62(C), pages 1-18.
    4. Branscomb, Lewis M., 2006. "Sustainable cities: Safety and security," Technology in Society, Elsevier, vol. 28(1), pages 225-234.
    5. Patriarca, Riccardo & Falegnami, Andrea & Costantino, Francesco & Bilotta, Federico, 2018. "Resilience engineering for socio-technical risk analysis: Application in neuro-surgery," Reliability Engineering and System Safety, Elsevier, vol. 180(C), pages 321-335.
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    Citations

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    Cited by:

    1. Galina Biedenbach & Thomas Biedenbach & Peter Hultén & Veronika Tarnovskaya, 2022. "Organizational resilience and internal branding: investigating the effects triggered by self-service technology," Journal of Brand Management, Palgrave Macmillan, vol. 29(4), pages 420-433, July.
    2. Kenneth Martínez & David Claudio, 2023. "Expanding Fundamental Boundaries between Resilience and Survivability in Systems Engineering: A Literature Review," Sustainability, MDPI, vol. 15(6), pages 1-27, March.
    3. Alessandro Annarelli & Giulia Palombi, 2021. "Digitalization Capabilities for Sustainable Cyber Resilience: A Conceptual Framework," Sustainability, MDPI, vol. 13(23), pages 1-9, November.
    4. Pavel Stanciu & Daniela Mihaela Neamțu & Iulian Alexandru Condratov & Cristian-Valentin Hapenciuc & Ruxandra Bejinaru, 2023. "Dynamics of Teleworking and Impact on Stakeholders in the Current Pandemic Context," Sustainability, MDPI, vol. 15(9), pages 1-21, April.
    5. Carmen-Alexandra Stoian & Chirața Caraiani & Ionuț Florin Anica-Popa & Cornelia Dascălu & Camelia Iuliana Lungu, 2022. "Telework Systematic Model Design for the Future of Work," Sustainability, MDPI, vol. 14(12), pages 1-22, June.
    6. 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.
    7. 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.
    8. Sungheon Lee & Jaehyun Kim & Awwal M. Arigi & Jonghyun Kim, 2022. "Identification of Contributing Factors to Organizational Resilience in the Emergency Response Organization for Nuclear Power Plants," Energies, MDPI, vol. 15(20), pages 1-24, October.
    9. Junuo Zhou & Lin Yang, 2022. "Network-Based Research on Organizational Resilience in Wuhan Thunder God Mountain Hospital Project during the COVID-19 Pandemic," Sustainability, MDPI, vol. 14(16), pages 1-23, August.
    10. 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.
    11. Tajammal Hussain & Rick Edgeman & Mohamad Najem AlNajem, 2023. "Exploring the Intellectual Structure of Research in Organizational Resilience through a Bibliometric Approach," Sustainability, MDPI, vol. 15(17), pages 1-28, August.
    12. Orlando Durán & Belén Vergara, 2022. "Maintenance Strategies Definition Based on Systemic Resilience Assessment: A Fuzzy Approach," Mathematics, MDPI, vol. 10(10), pages 1-16, May.

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