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.
Recommended Citation
Ye, Hongli, "Building Resilience to Contagious Diseases in High Contact Services: An Investigation of Customers’ Willingness to Dine-in at Restaurants in the Era of COVID" (2024). All Dissertations. 3661.
https://open.clemson.edu/all_dissertations/3661