ABSTRACT
The rapid progression of COVID-19 is an organizational challenge for all hospitals. To secure the patient overflow, the Department internal medicine of the University Hospital of Lausanne increased nurse and medical workforces as well as bed capacity by 65%, with extraordinary help from other departments. The implemented crisis management stood upon three pillars: a crisis management team, steering documents and internal communication. In this new form, the Department had already taken care of 442 COVID-19 admissions by April 16, 2020. Alongside organizational challenges, clinical issues such as rapid respiratory distress, clinical suspicions with negative PCR and treatment uncertainties in the absence of sufficient evidence were overcome. Despite the peak of the pandemic appearing to have passed, the next phase could be just as complicated.
ABSTRACT
Purpose This paper aims to propose a framework of transformative strategies across the different levels of the service ecosystem for the recovery, well-being and inclusion of Latin American small service firms in the new service marketplace. Design/methodology/approach The viewpoint presents an overview of the transformative strategies that can be developed by ecosystem actors for Latin American small service firms in the new marketplace, due to the pandemic crisis. The data are based on personal research and secondary industry reports. Findings The pandemic crisis has had an unpresented effect on the service industry in Latin America, particularly on small service firms, which are largely informal. This viewpoint provides themes for timely and actionable transformative strategies for the service industry ecosystem in this region and proposes research avenues for service scholars. Research limitations/implications This viewpoint provides implications and ideas for future research on transformative actions for a new services marketplace in Latin America. Originality/value This viewpoint the first to propose transformative ecosystem strategies for recovery, well-being and inclusion of small service firms in the new service marketplace in Latin America.