Necessary condition analysis of organisational capabilities for a resilient service operation in the hotel industry in Ghana.

ABSTRACT: Resilience in service operation is essential for minimising service failures. Based on a necessity logic, this study sought to examine whether innovation, transparency, flexibility, collaboration and agility are necessary antecedents of resilience in service operations of hotels, and to determine the minimum level of each capability required for optimal level of resilience. A survey of managers of Star-rated hotels in the Greater Accra region of Ghana was conducted. The conditions (agility, transparency, innovation, collaboration and flexibility) and outcome (resilience) variables were operationalised and modelled as necessary determinants of service resilience. Structured questionnaires were administered, from which 167 validated responses was analysed with necessary condition analysis (N

SUBMITTER: Ofori D 

PROVIDER: S-EPMC10884925 | biostudies-literature | 2024 Feb

REPOSITORIES: biostudies-literature