Viewpoint: shaping resilient service ecosystems in times of crises – a trans-Tasman perspective

Abstract

Purpose

The purpose of this paper is to develop a holistic understanding for the shaping of resilient service ecosystems that considers tactics that act as stabilizing forces, and tactics that promote diversity and change and act as destabilizing forces – both central for service ecosystems to bounce forward in times of crises and beyond.

Design/methodology/approach

This conceptual paper draws on theory on complex adaptive service ecosystems and work on organizational resilience and resilient systems. With a focus on Australia and New Zealand, stalwarts of the top three economies in Bloomberg’s COVID Resilience Ranking before the arrival of the Delta variant, this study illustrates how resilient service ecosystems can be shaped.

Findings

This study explicates complexity related to navigating service ecosystems toward a new order in response to the pressures of major crises. It points to the importance of understanding both, how service ecosystems stabilize and change over time. It documents a portfolio of tactics that service organizations can use to influence resilience in the service ecosystems of which they are part. It further reflects on the potential downside of resilient service ecosystems, as they tilt toward rigid structures, failure to learn and an inability to transform or alternatively chaos.

Originality/value

Service research has made progress in explicating how a service ecosystems perspective can inform crises management. This paper extends this work and explains how service ecosystems can be shaped to bounce not only back from the imposed pressures of a disruptive event but also forward toward a new order.

Citation

Fehrer, J.A. and Bove, L.L. (2022), "Viewpoint: shaping resilient service ecosystems in times of crises – a trans-Tasman perspective", Journal of Services Marketing, Vol. 36 No. 4, pp. 489-498. https://doi.org/10.1108/JSM-06-2021-0216