Purpose: This article explores the impact of crises, such as the coronavirus pandemic, on service industries, service customers, and the service research community It contextualizes pandemics in the realm of disasters and crises, and how they influence actors' well-being across the different levels of the service ecosystem The paper introduces a resources–challenges equilibrium (RCE) framework across system levels to facilitate service ecosystem well-being and outlines a research agenda for service scholars Design/methodology/approach: Literature on disasters, crises, service and well-being is synthesized to embed the COVID-19 pandemic in these bodies of work The material is then distilled to introduce the novel RCE framework for service ecosystems, and points of departure for researchers are developed Findings: A service ecosystems view of well-being co-creation entails a dynamic interplay of actors' challenges faced and resource pools available at the different system levels Research limitations/implications: Service scholars are called to action to conduct timely and relevant research on pandemics and other crises, that affect service industry, service customers, and society at large This conceptual paper focuses on service industries and service research and therefore excludes other industries and research domains Practical implications: Managers of service businesses as well as heads of governmental agencies and policy makers require an understanding of the interdependence of the different system levels and the challenges faced versus the resources available to each individual actor as well as to communities and organizations Social implications: Disasters can change the social as well as the service-related fabric of society and industry New behaviors have to be learned and new processes put in place for society to maintain well-being and for service industry's survival Originality/value: This paper fuses the coronavirus pandemic with service and well-being research, introduces a resources-challenges equilibrium framework for service ecosystem well-being and outlines a research agenda © 2020, Emerald Publishing Limited

中文翻译：

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在危机期间平衡资源和挑战：服务生态系统福祉的框架

目的：本文探讨诸如冠状病毒大流行之类的危机对服务行业，服务客户和服务研究社区的影响。它将大流行病与灾难和危机领域联系起来，以及它们如何影响整个行动者的福祉。服务生态系统的不同层次本文介绍了跨系统级别的资源-挑战平衡（RCE）框架，以促进服务生态系统的福祉，并概述了服务学者的研究议程设计/方法/方法：有关灾难，危机，服务和灾难的文献综合福利，将COVID-19大流行纳入这些工作领域。然后，对材料进行蒸馏，以引入用于服务生态系统的新颖RCE框架，并为研究人员提供了出发点。服务生态系统对幸福共创的看法需要动态应对参与者面临的挑战，并在不同的系统级别上获得可用的资源池。研究局限/含义：呼吁服务学者采取行动，就流行病和其他疾病及时开展相关研究影响服务业，服务客户和整个社会的危机本概念文件专注于服务业和服务研究，因此排除了其他行业和研究领域。了解不同系统级别的相互依存关系以及所面临的挑战与每个行为者以及社区和组织可用的资源之间的关系社会影响：灾难可以改变社会和服务业的社会以及与服务相关的结构。必须学习新的行为，并采取新的流程，以维护社会的福祉和服务业的生存。原创性/价值：本文融合了冠状病毒通过服务和福祉研究进行大流行，引入了服务生态系统福祉的资源挑战均衡框架，并概述了研究议程©2020，Emerald Publishing Limited介绍了服务生态系统福祉的资源挑战均衡框架，并概述了研究议程©2020，Emerald Publishing Limited介绍了服务生态系统福祉的资源挑战均衡框架，并概述了研究议程©2020，Emerald Publishing Limited