Organisational resilience conceptual model: A systems thinking approach

Abstract

With the challenges of the modern age, such as technological advancements (artificial intelligence, data analytics), complexity, and pandemics (COVID-19), resilient organisations must find better ways of surviving and ensuring sustainability. A gap exists in the literature on developing an organisational resilience framework and dimensions measurement model for the service industry aligned to digital transformation drivers. This paper identified organisational resilience components and dimensions to develop a conceptual Causal Loop Diagram (CLD) as a first step to establishing an organisational resilience framework. In this CLD, digital transformation drives environmental disruption that influences an organisation’s stability and resilience. This is influenced by dynamic internal organisational and external environmental changes, amplified by technology, innovation, and customer needs and expectations. With these causal relationships, this initial model may be helpful in practice to assist organisations in making well-informed decisions about their resilience strategy and, therefore, the organisation’s sustainability into the future.