Enhancing service organizations resilience through systems thinking

نویسندگان

  • Ayham A. M. Jaaron
  • Chris J. Backhouse
چکیده

This paper explores the relationship of applying systems thinking for service delivery design with enhancing organizational resilience. Two case studies were conducted in two British service organizations. Results show that systems thinking operationalized twodimensional determinants for improving organizational resilience; organically structured organization, and highly affectively committed employees.

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تاریخ انتشار 2013