Systems thinking for service operations design: facilitating double loop learning in Vietnamese tourism companies during COVID-19

Date

2021-07-05

Advisors

Journal Title

Journal ISSN

ISSN

DOI

Volume Title

Publisher

28th EurOMA annual conference

Type

Conference

Peer reviewed

Yes

Abstract

This study attempts to examine the impact of applying systems thinking approach for service operations design on operationalizing “double loop” learning in Vietnamese tourism companies as COVID-19 exit strategy. A case study was conducted in a leading cruise group company in Vietnam. Data were collected through in-depth interviews with 27 key informants and through archival documents collection. Results confirmed that systems thinking activated double loop learning by promoting three different drivers: systematic judges and acts, problem-based task force teams, and service innovation. This study provides several new insights and contributions to tourism research on how to deal with uncertain environments.

Description

Keywords

Operations design, Systems thinking, Vietnamese tourism

Citation

Jaaron, A.A.M. and Pham, T.D. (2021) Systems thinking for service operations design: facilitating double loop learning in Vietnamese tourism companies during COVID-19. Proceedings of the EurOMA 2021 International Conference: Managing the “new normal”: The future of Operations and Supply Chain Management in unprecedented times, University of Sussex, UK, 5-7 July 2021.

Rights

Research Institute

Centre for Enterprise and Innovation (CEI)