Examining Resilience Across a Service Ecosystem under Crisis

Abstract

In the face of rising infection rates and increased healthcare demand, COVID-19 overwhelmed healthcare systems. System-wide change was subsequently necessary to absorb and adapt to the crisis through a new digital service‒telemedicine. The study unpacks how precursor resilience was actuated across the service ecosystem. Drawing on qualitative data from multiple healthcare actors, the study adopts oscillating foci to examine ecosystem resiliency across three levels: micro (physicians and patients), meso (healthcare managers) and macro (policymakers). Findings show the centrality of service co-design to service ecosystem resiliency, demonstrating the role of multi-actors at multi-levels for building ecosystem resilience during COVID-19 and beyond.