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Keywords: Service mega-disruption
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2024) 38 (1): 131–144.
Published: 14 November 2023
...Jessica Vredenburg; Sommer Kapitan; Sharon Jang 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 organization’s ability to provide a desired level of service. The authors...
Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2020) 34 (6): 809–817.
Published: 05 June 2020
...Sertan Kabadayi; Genevieve E. O’Connor; Sven Tuzovic Purpose This paper aims to synthesize the widespread economic impact of the outbreak of COVID-19 and presents a new concept, service mega-disruptions (SMDs), which refers to fast moving market disturbances at a massive scale caused by a pandemic...
