This article develops the concept of the “public service ecosystem” across four levels—the
institutional, service, individual, and beliefs levels. It does this by integrating service …

Purpose This research addresses the critical challenge of fostering customer loyalty within
the highly competitive landscape of the insurance industry. The study investigates the …

Public management scholars have long explored how public administrations respond to
sudden crises. However, studies of sudden crises rarely contribute to cree** crisis …

This paper examines the challenges posed to third sector organizations by major external
crises that from time to time beset national and global communities. In so doing, it unpacks …

ABSTRACT PSL shifted focus from collective to individual gains from public services. While
beneficial, this comes short of achieving the promise of a comprehensive theory in several …

Drawing on a systematic review of the literature, this paper explores the factors which have
enabled and/or constrained the transformative potential of public service user participation …

The COVID‐19 pandemic has devastated the world economy, which has made global
economic recovery a considerable challenge. When a city experiences disasters, it needs to …

Purpose This paper aims to formally conceptualize service mega-disruptions as any far-
reaching and unforeseen general environmental stressor or threat that impacts a service …

Background Health systems resilience (HSR) research is a rapidly expanding field, in which
key concepts are discussed and theoretical frameworks are emerging with vibrant debate …

This study analyses the continuity of operations and the building of organizational resilience
efforts in nine city governments from the Northeast region in the US during the COVID-19 …