... is suitable because it facilitates rich interpretive data analysis, which is necessary for discovering previously unidentified themes and frameworks of SD in crisis management. This led us to identify two main themes: changes in consumer behaviour during the crisis and navigating the crisis with SD . Sub...

... of IT systems that promise efficiency and productivity (Fletcher and Griffiths, 2020). Above all, with respect to crisis management, service employees are threatened by the depletion of resources, so the significance of DT for service organisations’ ability to respond through leveraging a combination of digital...

...-servicescape Tertiary education Crisis management Higher education Customer engagement Servicescape Service ecosystem The Coronavirus 2019 (COVID-19) pandemic has created extensive challenges for individuals and communities and put pressure on service industries (Finsterwalder and Kuppelwieser...

... Future marketplace Crisis management Interviews The coronavirus disease 2019 (Covid-19) pandemic was a considerable humanitarian challenge that also had devasting impacts on the global economy. With nearly a quarter of all US workers employed in retail and service sectors, these industries were...

... Social distancing Consumer age Electronic commerce e-commerce Retail Crisis management COVID-19, which has developed into a worldwide pandemic with nearly 2.5 million deaths and over 114 million patients (Dong et al., 2020 ; John Hopkins University - CORONAVIRUS Resource Center...

... a self-interest in the continuing operations of the firm want to support it, and by pivoting their business model, the firm gives consumers the opportunity to give the firm and its employees more than they would have in the form of tips. Prior work in crisis management has focused primarily on how...