Date of Award

8-2024

Document Type

Dissertation

Degree Name

Doctor of Philosophy (PhD)

Department

Management

Committee Chair/Advisor

Aleda Roth

Committee Member

Serkan Akturk

Committee Member

Benjamin Grant

Committee Member

Ying Zhang

Abstract

High customer contact services play a crucial role in our economy, providing essential interactions and experiences that drive numerous industries. However, the COVID-19 pandemic has posed significant challenges to these sectors due to their inherent characteristics, requiring close and frequent interactions. To rebound from the disruptions caused by such a contagious disease, service providers must adopt innovative strategies. Thus, this dissertation addresses the dynamic nature of building resilience strategies in high-contact services, which are affected by contagious diseases. In doing so, we propose an integrative framework that outlines essential new service resilience components, based on the CDC guidelines, to conventional service operations strategies, which are typically inherent high contact services.

Available for download on Sunday, August 31, 2025

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