Necessary condition analysis of organisational capabilities for a resilient service operation in the hotel industry in Ghana

Abstract

Resilience in service operation is essential for minimising service failures. Based on a necessity logic, this study sought to examine whether innovation, transparency, flexibility, collaboration and agility are necessary antecedents of resilience in service operations of hotels, and to determine the minimum level of each capability required for optimal level of resilience. A survey of managers of Star-rated hotels in the Greater Accra region of Ghana was conducted. The conditions (agility, transparency, innovation, collaboration and flexibility) and outcome (resilience) variables were operationalised and modelled as necessary determinants of service resilience. Structured questionnaires were administered, from which 167 validated responses was analysed with necessary condition analysis (NCA) package in R. NCA explores necessity relationships both ‘in kind’ and ‘in degree’ to identify underlying capabilities and the corresponding levels that must be developed and sustained. The study found innovation, transparency, collaboration, flexibility, and agility to be necessary determinants of service resilience. However, from lower to medium levels of resilience (30%–80%), transparency, collaboration, flexibility, and agility are identified as bottlenecks. Innovation becomes important when higher resilience goals are sought. From a managerial standpoint, this study provides insight into critical antecedents of resilience within service operations. In addition, the study sheds light on the degree of resource allocation appropriate for different levels of firm resilience.