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Examining Resilience Across a Service Ecosystem under Crisis

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  • Higor Leite
  • Ian R. Hodgkinson

Abstract

In the face of rising infection rates and increased healthcare demand, COVID-19 overwhelmed healthcare systems. System-wide change was subsequently necessary to absorb and adapt to the crisis through a new digital service‒telemedicine. The study unpacks how precursor resilience was actuated across the service ecosystem. Drawing on qualitative data from multiple healthcare actors, the study adopts oscillating foci to examine ecosystem resiliency across three levels: micro (physicians and patients), meso (healthcare managers) and macro (policymakers). Findings show the centrality of service co-design to service ecosystem resiliency, demonstrating the role of multi-actors at multi-levels for building ecosystem resilience during COVID-19 and beyond.

Suggested Citation

  • Higor Leite & Ian R. Hodgkinson, 2023. "Examining Resilience Across a Service Ecosystem under Crisis," Public Management Review, Taylor & Francis Journals, vol. 25(4), pages 690-709, April.
    • Handle: RePEc:taf:rpxmxx:v:25:y:2023:i:4:p:690-709
    DOI: 10.1080/14719037.2021.2012375
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    Cited by:

    1. Mindaugas BUTKUS & Ona Grazina Rakauskiene & Lina Volodzkiene & Andrius Stasiukynas & Ilona Bartuseviciene & Laura Darenyte-Kacileviciene, 2023. "Organizational resilience assessment in Lithuania's public sector," Eastern Journal of European Studies, Centre for European Studies, Alexandru Ioan Cuza University, vol. 14, pages 31-56, June.

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