How can service organizations build resilience by leveraging capabilities and service worker team knowledge?
JOURNAL OF SERVICES MARKETING(2024)
摘要
PurposeGrounded in dynamic capabilities theory, this study aims to examine how dynamic capabilities and a transactive memory system (TMS) can build the resilience of service organizations and improve their financial performance. Limited studies examine the link between a TMS and organizational resilience.Design/methodology/approachThe authors test a theoretical model on a sample of 350 UK service firms that were impacted by the COVID-19 pandemic and analyze the data using partial least square structural equation modeling.FindingsResults highlight the positive effects of a TMS and dynamic capabilities on organizational resilience. Only a TMS and organizational resilience have direct positive effects on financial performance.Originality/valueTo the best of the authors' knowledge, this is the first study to ascertain the influence of a TMS on organizational resilience in service firms following adversity.
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关键词
Organizational resilience,Transactive memory system,Dynamic capabilities,Financial performance,Disruptive event
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