{"id":"https://openalex.org/W3160042592","doi":"https://doi.org/10.1051/itmconf/20213802002","title":"A Service Science Perspective on Resilience of Service Organisations","display_name":"A Service Science Perspective on Resilience of Service Organisations","publication_year":2021,"publication_date":"2021-01-01","ids":{"openalex":"https://openalex.org/W3160042592","doi":"https://doi.org/10.1051/itmconf/20213802002","mag":"3160042592"},"language":"en","primary_location":{"id":"doi:10.1051/itmconf/20213802002","is_oa":true,"landing_page_url":"https://doi.org/10.1051/itmconf/20213802002","pdf_url":"https://www.itm-conferences.org/articles/itmconf/pdf/2021/03/itmconf_iess2021_02002.pdf","source":{"id":"https://openalex.org/S4210171711","display_name":"ITM Web of Conferences","issn_l":"2271-2097","issn":["2271-2097","2431-7578"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319748","host_organization_name":"EDP Sciences","host_organization_lineage":["https://openalex.org/P4310319748"],"host_organization_lineage_names":["EDP Sciences"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"ITM Web of Conferences","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://www.itm-conferences.org/articles/itmconf/pdf/2021/03/itmconf_iess2021_02002.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5006010991","display_name":"Thang Le Dinh","orcid":"https://orcid.org/0000-0002-5324-2746"},"institutions":[{"id":"https://openalex.org/I63341726","display_name":"Universit\u00e9 du Qu\u00e9bec \u00e0 Trois-Rivi\u00e8res","ror":"https://ror.org/02xrw9r68","country_code":"CA","type":"education","lineage":["https://openalex.org/I49663120","https://openalex.org/I63341726"]}],"countries":["CA"],"is_corresponding":true,"raw_author_name":"Thang Le Dinh","raw_affiliation_strings":["Business School, Universit\u00e9 du Qu\u00e9bec \u00e0 Trois-Rivi\u00e8res, C.P 500, Trois-Rivi\u00e8res, Qu\u00e9bec, G9A5H7, Canada"],"affiliations":[{"raw_affiliation_string":"Business School, Universit\u00e9 du Qu\u00e9bec \u00e0 Trois-Rivi\u00e8res, C.P 500, Trois-Rivi\u00e8res, Qu\u00e9bec, G9A5H7, Canada","institution_ids":["https://openalex.org/I63341726"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5019607598","display_name":"Thanh Thoa Pham Thi","orcid":"https://orcid.org/0000-0003-3119-666X"},"institutions":[{"id":"https://openalex.org/I4210144925","display_name":"Technological University Dublin","ror":"https://ror.org/04t0qbt32","country_code":"IE","type":"education","lineage":["https://openalex.org/I4210144925"]}],"countries":["IE"],"is_corresponding":false,"raw_author_name":"Thanh Thoa Pham Thi","raw_affiliation_strings":["College of Business, Technological University Dublin, Dublin, Ireland"],"affiliations":[{"raw_affiliation_string":"College of Business, Technological University Dublin, Dublin, Ireland","institution_ids":["https://openalex.org/I4210144925"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5069386859","display_name":"Nguyen Anh Khoa Dam","orcid":"https://orcid.org/0000-0003-0928-8402"},"institutions":[{"id":"https://openalex.org/I63341726","display_name":"Universit\u00e9 du Qu\u00e9bec \u00e0 Trois-Rivi\u00e8res","ror":"https://ror.org/02xrw9r68","country_code":"CA","type":"education","lineage":["https://openalex.org/I49663120","https://openalex.org/I63341726"]}],"countries":["CA"],"is_corresponding":false,"raw_author_name":"Nguyen Anh Khoa Dam","raw_affiliation_strings":["Business School, Universit\u00e9 du Qu\u00e9bec \u00e0 Trois-Rivi\u00e8res, C.P 500, Trois-Rivi\u00e8res, Qu\u00e9bec, G9A5H7, Canada"],"affiliations":[{"raw_affiliation_string":"Business School, Universit\u00e9 du Qu\u00e9bec \u00e0 Trois-Rivi\u00e8res, C.P 500, Trois-Rivi\u00e8res, Qu\u00e9bec, G9A5H7, Canada","institution_ids":["https://openalex.org/I63341726"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5014002302","display_name":"William Menvielle","orcid":"https://orcid.org/0000-0002-3363-0362"},"institutions":[{"id":"https://openalex.org/I63341726","display_name":"Universit\u00e9 du Qu\u00e9bec \u00e0 Trois-Rivi\u00e8res","ror":"https://ror.org/02xrw9r68","country_code":"CA","type":"education","lineage":["https://openalex.org/I49663120","https://openalex.org/I63341726"]}],"countries":["CA"],"is_corresponding":false,"raw_author_name":"William Menvielle","raw_affiliation_strings":["Business School, Universit\u00e9 du Qu\u00e9bec \u00e0 Trois-Rivi\u00e8res, C.P 500, Trois-Rivi\u00e8res, Qu\u00e9bec, G9A5H7, Canada"],"affiliations":[{"raw_affiliation_string":"Business School, Universit\u00e9 du Qu\u00e9bec \u00e0 Trois-Rivi\u00e8res, C.P 500, Trois-Rivi\u00e8res, Qu\u00e9bec, G9A5H7, Canada","institution_ids":["https://openalex.org/I63341726"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5006010991"],"corresponding_institution_ids":["https://openalex.org/I63341726"],"apc_list":null,"apc_paid":null,"fwci":0.4658,"has_fulltext":true,"cited_by_count":3,"citation_normalized_percentile":{"value":0.69523776,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":96,"max":97},"biblio":{"volume":"38","issue":null,"first_page":"02002","last_page":"02002"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9972000122070312,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9972000122070312,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11864","display_name":"Supply Chain Resilience and Risk Management","score":0.9962000250816345,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management","score":0.9351000189781189,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/resilience","display_name":"Resilience (materials science)","score":0.7060126662254333},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6856995820999146},{"id":"https://openalex.org/keywords/bureaucracy","display_name":"Bureaucracy","score":0.6691121459007263},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.5777664184570312},{"id":"https://openalex.org/keywords/corporate-governance","display_name":"Corporate governance","score":0.5776317119598389},{"id":"https://openalex.org/keywords/perspective","display_name":"Perspective (graphical)","score":0.5243813395500183},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5115121603012085},{"id":"https://openalex.org/keywords/order","display_name":"Order (exchange)","score":0.5063236951828003},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.4890802502632141},{"id":"https://openalex.org/keywords/service-system","display_name":"Service system","score":0.44869330525398254},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.41719892621040344},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.3922063410282135},{"id":"https://openalex.org/keywords/politics","display_name":"Politics","score":0.3632563650608063},{"id":"https://openalex.org/keywords/public-relations","display_name":"Public relations","score":0.3356242775917053},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.1955031454563141},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.19359451532363892},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.1878109574317932}],"concepts":[{"id":"https://openalex.org/C2779585090","wikidata":"https://www.wikidata.org/wiki/Q3457762","display_name":"Resilience (materials science)","level":2,"score":0.7060126662254333},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6856995820999146},{"id":"https://openalex.org/C51575053","wikidata":"https://www.wikidata.org/wiki/Q72468","display_name":"Bureaucracy","level":3,"score":0.6691121459007263},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.5777664184570312},{"id":"https://openalex.org/C39389867","wikidata":"https://www.wikidata.org/wiki/Q380767","display_name":"Corporate governance","level":2,"score":0.5776317119598389},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.5243813395500183},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5115121603012085},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.5063236951828003},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.4890802502632141},{"id":"https://openalex.org/C15587899","wikidata":"https://www.wikidata.org/wiki/Q7455812","display_name":"Service system","level":3,"score":0.44869330525398254},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.41719892621040344},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3922063410282135},{"id":"https://openalex.org/C94625758","wikidata":"https://www.wikidata.org/wiki/Q7163","display_name":"Politics","level":2,"score":0.3632563650608063},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.3356242775917053},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.1955031454563141},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.19359451532363892},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.1878109574317932},{"id":"https://openalex.org/C97355855","wikidata":"https://www.wikidata.org/wiki/Q11473","display_name":"Thermodynamics","level":1,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1051/itmconf/20213802002","is_oa":true,"landing_page_url":"https://doi.org/10.1051/itmconf/20213802002","pdf_url":"https://www.itm-conferences.org/articles/itmconf/pdf/2021/03/itmconf_iess2021_02002.pdf","source":{"id":"https://openalex.org/S4210171711","display_name":"ITM Web of Conferences","issn_l":"2271-2097","issn":["2271-2097","2431-7578"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319748","host_organization_name":"EDP Sciences","host_organization_lineage":["https://openalex.org/P4310319748"],"host_organization_lineage_names":["EDP Sciences"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"ITM Web of Conferences","raw_type":"journal-article"},{"id":"pmh:oai:edpsciences.org:dkey/10.1051/itmconf/20213802002","is_oa":true,"landing_page_url":null,"pdf_url":"https://www.itm-conferences.org/10.1051/itmconf/20213802002/pdf","source":{"id":"https://openalex.org/S4306400744","display_name":"Springer Link (Chiba Institute of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I8488066","host_organization_name":"Chiba Institute of Technology","host_organization_lineage":["https://openalex.org/I8488066"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"https://doi.org/10.1051/itmconf/20213802002","raw_type":"Text"},{"id":"pmh:oai:doaj.org/article:a91eb9a3c4f842f194f18fc4bd6312ad","is_oa":true,"landing_page_url":"https://doaj.org/article/a91eb9a3c4f842f194f18fc4bd6312ad","pdf_url":null,"source":{"id":"https://openalex.org/S112646816","display_name":"SHILAP Revista de lepidopterolog\u00eda","issn_l":"0300-5267","issn":["0300-5267","2340-4078"],"is_oa":true,"is_in_doaj":true,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"ITM Web of Conferences, Vol 38, p 02002 (2021)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.1051/itmconf/20213802002","is_oa":true,"landing_page_url":"https://doi.org/10.1051/itmconf/20213802002","pdf_url":"https://www.itm-conferences.org/articles/itmconf/pdf/2021/03/itmconf_iess2021_02002.pdf","source":{"id":"https://openalex.org/S4210171711","display_name":"ITM Web of Conferences","issn_l":"2271-2097","issn":["2271-2097","2431-7578"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319748","host_organization_name":"EDP Sciences","host_organization_lineage":["https://openalex.org/P4310319748"],"host_organization_lineage_names":["EDP Sciences"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"ITM Web of Conferences","raw_type":"journal-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W3160042592.pdf","grobid_xml":"https://content.openalex.org/works/W3160042592.grobid-xml"},"referenced_works_count":38,"referenced_works":["https://openalex.org/W67768281","https://openalex.org/W1500100322","https://openalex.org/W1587605425","https://openalex.org/W1763415439","https://openalex.org/W1949100913","https://openalex.org/W1964131109","https://openalex.org/W1972229406","https://openalex.org/W1979056716","https://openalex.org/W1998017916","https://openalex.org/W2013099367","https://openalex.org/W2030759776","https://openalex.org/W2074659961","https://openalex.org/W2098916257","https://openalex.org/W2135526934","https://openalex.org/W2150427129","https://openalex.org/W2151461605","https://openalex.org/W2153270679","https://openalex.org/W2153594661","https://openalex.org/W2159022958","https://openalex.org/W2159852136","https://openalex.org/W2167472489","https://openalex.org/W2295288655","https://openalex.org/W2428017349","https://openalex.org/W2510598047","https://openalex.org/W2561516266","https://openalex.org/W2602180091","https://openalex.org/W2604771005","https://openalex.org/W2606366237","https://openalex.org/W2734164764","https://openalex.org/W2750734269","https://openalex.org/W2784258506","https://openalex.org/W2810968011","https://openalex.org/W2910676044","https://openalex.org/W2947017602","https://openalex.org/W3003926667","https://openalex.org/W3006133689","https://openalex.org/W4246013487","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2133079869","https://openalex.org/W2808736867","https://openalex.org/W4220762673","https://openalex.org/W2259637914","https://openalex.org/W4243713506","https://openalex.org/W4247942852","https://openalex.org/W2301887030","https://openalex.org/W2048859909","https://openalex.org/W2075467564","https://openalex.org/W2057936811"],"abstract_inverted_index":{"Nowadays,":[0],"different":[1],"types":[2],"of":[3,14,34,37,113,119,134],"unexpected":[4],"turbulence":[5],"and":[6,11,49,52,54,69,124,142,147],"disruptions":[7],"lead":[8],"to":[9,24,42,67,78,87,105],"challenges":[10,81],"changing":[12],"conditions":[13],"the":[15,35,80,98,110,117,136],"environment":[16],"that":[17],"organisations":[18,66,104,141],"operate.":[19],"The":[20,127],"previous":[21],"studies":[22],"related":[23],"crisis":[25,43],"response":[26],"or":[27,44],"service":[28,65,99,103,114,120,122,125],"recovery":[29],"have":[30],"addressed":[31],"many":[32],"aspects":[33],"governance":[36],"an":[38,94],"organisation":[39],"in":[40,74,139],"reacting":[41],"failure":[45],"situations,":[46],"including":[47,116],"innovation":[48],"bureaucracy,":[50],"science":[51,100],"politics,":[53],"decision-making":[55],"speed.":[56],"However,":[57],"there":[58],"is":[59],"still":[60],"little":[61],"attention":[62],"on":[63,97],"supporting":[64],"revise":[68],"adapt":[70,106],"their":[71,107],"business":[72],"services":[73,108],"a":[75,131,145],"coherent":[76],"manner":[77],"overcome":[79],"from":[82],"disruptive":[83],"events.":[84],"In":[85],"order":[86],"improve":[88],"organisational":[89],"resilience,":[90],"this":[91],"paper":[92,128],"presents":[93,130],"approach":[95,138],"based":[96],"perspective":[101],"for":[102],"at":[109],"three":[111],"levels":[112],"science,":[115],"network":[118],"systems,":[121],"system,":[123],"levels.":[126],"also":[129],"case":[132],"study":[133],"using":[135],"proposed":[137],"cultural":[140],"ends":[143],"with":[144],"discussion":[146],"some":[148],"conclusions.":[149]},"counts_by_year":[{"year":2023,"cited_by_count":3}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}