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Title: Service organisations resilience through the application of the vanguard method of systems thinking: A case study approach
Authors: Jaaron, Ayham A.M.
Backhouse, C.J.
Keywords: Organisational resilience
Service delivery
Vanguard method
Affective commitment
Service organisations
Two-dimensional resilience
Issue Date: 2014
Publisher: © Taylor & Francis
Citation: JAARIN, A.A.M. and BACKHOUSE, C.J.2014. Service organisations resilience through the application of the vanguard method of systems thinking: A case study approach. International Journal of Production Research, 52(7), pp. 2026-2041.
Abstract: The construct of organisational resilience is embedded in a set of individual level attributes and organisational level processes; however, there seems to be scarcity in the current literature of resilient models of operation that can amalgamate these two interlinked levels. This paper is an attempt to empirically explore the relationship of applying the vanguard method of systems thinking in service organisations with enhancing organisational resilience. Two case studies were conducted in two service organisations in the UK. Data were collected via semi-structured interviews, observations, and archival documents, followed by the use of the nine-item Organisational Commitment Questionnaire. Cross-case analysis of the results shows that the employment of the vanguard method in service organisations operationalized two-dimensional determinants for improving organisational resilience; an organically structured organisation (i.e. organisational level), and highly affectively committed core employees (i.e. individual level).The value of this paper is the identification of two-level service organisations capabilities that can support organisational resilience and how these capabilities emerge as a result of employing the vanguard method. © 2013 Taylor & Francis.
Description: This is an Accepted Manuscript of an article published by Taylor & Francis in International Journal of Production Research on 17 Oct 2013, available online: https://doi.org/10.1080/00207543.2013.847291
Version: Accepted for publication
DOI: 10.1080/00207543.2013.847291
URI: https://dspace.lboro.ac.uk/2134/26386
Publisher Link: https://doi.org/10.1080/00207543.2013.847291
ISSN: 0020-7543
Appears in Collections:Published Articles (Mechanical, Electrical and Manufacturing Engineering)

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