Disruptions and unexpected turbulences characterize the contemporary service industry and pose greater criticalities to organizations that have concerns about both their survival and their business sustainability. The answer to this challenge is to design an organizational system aimed at enhancing so-called organizational resilience. The aim of this work is to present and test an assessment methodology based on a framework that links key static and dynamic characteristics of firms as resilient systems and relates these characteristics with service quality preservation after disruptions. The framework adopts a set of indicators, namely resilience dimensions, to comprehend the real effects of resilience characteristics with service quality dimensions. Through the analysis of a real case, we provided evidence of how the model can be applied in a backward perspective to understand fault modes of specific events. Results show how inadequacies in terms of resilience characteristics determine losses of service quality, and also how the model can be used as a predictive tool to determine in which area companies should intervene in order to improve resilience and service quality.

Digital transformation is currently an essential condition for companies to operate in most markets, since it provides a whole new set of competitive skills and strategic tools. On the other hand, the same digitalization puts companies in the face of a whole new series of threats coming from the cyber space. The foundation of business sustainability, which is the maintenance of competitiveness while securing business, is no longer a “plus” feature or a captivating sentence but a true and consistent need for all organizations. This article provides a literature analysis on approaches and models for cyber resilience, digitalization capabilities, and a conceptual framework showing how digitalization capabilities drive cyber resilience. Digitalization capabilities are involved in the plan/prepare phase and in the adaptation phase of the cyber resilience process. In particular, online informational capabilities can drive both these phases. Other capabilities such as the employment of heterogeneous resources and the promotion of continuous learning drive the plan/prepare phase, while the scanning of the evolution of the digital environment and a timely reconfiguration of resources drive the adaptation phase.