A Service Science Perspective on Resilience of Service Organisations
Bibliographic record
Abstract
Nowadays, different types of unexpected turbulence and disruptions lead to challenges and changing conditions of the environment that organisations operate. The previous studies related to crisis response or service recovery have addressed many aspects of the governance of an organisation in reacting to crisis or failure situations, including innovation and bureaucracy, science and politics, and decision-making speed. However, there is still little attention on supporting service organisations to revise and adapt their business services in a coherent manner to overcome the challenges from disruptive events. In order to improve organisational resilience, this paper presents an approach based on the service science perspective for service organisations to adapt their services at the three levels of service science, including the network of service systems, service system, and service levels. The paper also presents a case study of using the proposed approach in cultural organisations and ends with a discussion and some conclusions.
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How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.003 | 0.004 |
| Meta-epidemiology (narrow) | 0.001 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.001 |
| Bibliometrics | 0.004 | 0.003 |
| Science and technology studies | 0.004 | 0.020 |
| Scholarly communication | 0.008 | 0.010 |
| Open science | 0.001 | 0.005 |
| Research integrity | 0.004 | 0.003 |
| Insufficient payload (model declined to judge) | 0.007 | 0.001 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".