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Examining resilience across a service ecosystem under crisis

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journal contribution
posted on 2021-11-29, 10:06 authored by Higor Leite, Ian HodgkinsonIan Hodgkinson
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.

History

School

  • Business and Economics

Department

  • Business

Published in

Public Management Review

Volume

25

Issue

4

Pages

690-709

Publisher

Taylor & Francis (Routledge)

Version

  • AM (Accepted Manuscript)

Rights holder

© Taylor & Francis

Publisher statement

This is an Accepted Manuscript of an article published by Taylor & Francis in Public Management Review on 03 Dec 2021, available online: http://www.tandfonline.com/10.1080/14719037.2021.2012375.

Acceptance date

2021-11-25

Publication date

2021-12-03

Copyright date

2021

ISSN

1471-9037

eISSN

1471-9045

Language

  • en

Depositor

Prof Ian Hodgkinson. Deposit date: 26 November 2021

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