Business (not) as usual: crisis management, service recovery and the vulnerability of organisations
Business (not) as usual: crisis management, service recovery and the vulnerability of organisations
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一切照旧：危机管理、服务恢复和组织的脆弱性
DOI：
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发表时间：
2005
期刊：
影响因子：
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通讯作者：
Denis D. Smith
中科院分区：
文献类型：
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作者：
Denis D. Smith
目的——本文探讨服务业内部的危机。本文建议提出一个论点，将“管理”作为一种功能和过程，置于危机产生和响应的中心，而不是简单地放在“连续性管理”或服务恢复方面。该论文认为，服务部门背景下互动的本质会产生重大的问题，进而造成组织内部的脆弱性。本文旨在通过提供有关组织可用的各种干预点的建议来结束本文。设计/方法/途径——本文探讨了危机的本质，特别是服务行业。尽管本文借鉴了许多基于研究和咨询的调查，但其范围是概念性的。调查结果——本文试图确定危机管理文献的三个关键要素：即脆弱性、出现和危机。
Purpose – This paper is concerned with an exploration of crises within the service sector. The paper proposes setting out a thesis that places “management”, as both a function and a process, at the centre of crisis generation and response rather than simply in terms of “continuity management” or service recovery. The paper argues that the nature of interactions within a service sector context generates significant problems of emergence that, in turn, create vulnerability within organisations. The paper aims to conclude by offering suggestions regarding the various points of intervention that are available to organisations.Design/methodology/approach – The paper explores the nature of crisis with particular reference to the service industries. The paper is conceptual in its scope, although it draws on a number of research‐ and consultancy‐based investigations.Findings – This paper has sought to identify three of the key elements of the crisis management literature: namely vulnerability, emergence and the b...