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Resilience building in service firms during and post COVID-19

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  • Arthur Huang
  • Melissa Farboudi Jahromi

Abstract

The COVID-19 pandemic has affected millions of service firms worldwide; therefore, they must be resilient during these uncertain economic times. This paper develops a new conceptual framework of resilience-building strategies for the service industry. This framework encompasses five major practical strategies and several sub-strategies that can help service firms to survive and thrive amid and post COVID-19 pandemic. The proposed strategies include market orientation, supply chain optimization, strategic corporate reorganization, innovation, and business model transformation. The successful implementation of each strategy depends on various factors, which are discussed in the study. In addition, four major resources, including financial, human, social, and technological capital, are reviewed as prerequisites for adopting the resilience-building strategies. This new framework contributes to the organizational resilience literature and provides practical implications for service firms to become resilient during and post COVID-19.

Suggested Citation

  • Arthur Huang & Melissa Farboudi Jahromi, 2021. "Resilience building in service firms during and post COVID-19," The Service Industries Journal, Taylor & Francis Journals, vol. 41(1-2), pages 138-167, January.
    • Handle: RePEc:taf:servic:v:41:y:2021:i:1-2:p:138-167
    DOI: 10.1080/02642069.2020.1862092
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    Cited by:

    1. Luminița RUS & Daniela ZĂPODEANU & Carmen SCORȚE & Sorina MOCIAR-COROIU, 2022. "Indicators And 3r-Type Measures In Overcoming Financial Difficulties Of Companies," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 2(2), pages 153-165, December.
    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. Martín-Rojas, Rodrigo & Garrido-Moreno, Aurora & García-Morales, Víctor J., 2023. "Social media use, corporate entrepreneurship and organizational resilience: A recipe for SMEs success in a post-Covid scenario," Technological Forecasting and Social Change, Elsevier, vol. 190(C).
    4. Ji-Hoon Park & Ribin Seo, 2024. "A contingent value of bricolage strategy on SMEs’ organizational resilience: lessons from the COVID-19 pandemic," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-13, December.
    5. Sasmita Misra & Abhilash Ponnam & Pratyush Banerjee, 2023. "COVID-19 Induced New Workplace HR Practices: Practitioners’ Perspectives from India," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 48(2), pages 261-279, May.
    6. Yuan, Ruizhi & Luo, Jun & Liu, Martin J. & Yu, Jiang, 2022. "Understanding organizational resilience in a platform-based sharing business: The role of absorptive capacity," Journal of Business Research, Elsevier, vol. 141(C), pages 85-99.
    7. Zouheir El‐Sahli & Mouyad Alsamara, 2023. "Resilience in the time of COVID‐19: Lessons learned from Middle East and North Africa small‐ and medium‐sized enterprises," The Developing Economies, Institute of Developing Economies, vol. 61(3), pages 181-231, September.
    8. Mwangura Kadzo & Dr. Janet Muthimi, 2023. "Explicating the Impact of Leadership Styles on Strategy Implementation: An Empirical Study of the State Law Office, Kenya," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 7(10), pages 1277-1292, October.
    9. Avadhut Arun Patwardhan & Neeraj Pandey, 2021. "Analyzing Role of E-SERVQUAL Constructs for Post-pandemic Recovery of Indian Taxi Aggregator Services," International Journal of Global Business and Competitiveness, Springer, vol. 16(1), pages 89-102, December.
    10. Vatankhah, Sanaz & Bamshad, Vahideh & Altinay, Levent & De Vita, Glauco, 2023. "Understanding business model development through the lens of complexity theory: Enablers and barriers," Journal of Business Research, Elsevier, vol. 155(PA).
    11. Ajeigbe Kola Benson & Ganda Fortune, 2022. "Sensitivity analysis of the impact of Covid-19 on corporate sustainability and company performance:Recovery strategy for companies and nations around the world," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(3), pages 16-26, April.
    12. George Mutugu Mwangi & Stella Despoudi & Oscar Rodriguez Espindola & Konstantina Spanaki & Thanos Papadopoulos, 2022. "A planetary boundaries perspective on the sustainability: resilience relationship in the Kenyan tea supply chain," Annals of Operations Research, Springer, vol. 319(1), pages 661-695, December.
    13. Thea Paeffgen, 2022. "Organisational Resilience during COVID-19 Times: A Bibliometric Literature Review," Sustainability, MDPI, vol. 15(1), pages 1-29, December.
    14. Tajeddini, Kayhan & Gamage, Thilini Chathurika & Tajdini, Javad & Qalati, Sikandar Ali & Siddiqui, Faiza, 2023. "Achieving sustained competitive advantage in retail and consumer service firms: The role of entrepreneurial orientation and entrepreneurial bricolage," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    15. S. G. Safronov & M. V. Zotova, 2021. "Tertiarization of the Economy in Russian Regions: Deindustrialization or Postindustrialization?," Regional Research of Russia, Springer, vol. 11(3), pages 294-307, July.

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