An analysis of the complex education service for resilience in a multi-contextual framework

This paper presents and approach for discussing the resilience of the education service from a multi contextual perspective. We apply the service system lens to the education system, viewed as a service system composed of multiple actors working together and integrating resources to achieve a common goal, resilience. Based on the ten foundational principles of Service Science, we have focused the exploration on three frameworks: Service Science Canvas, Service System Framework, and Multi-Layer Service System Framework. Further, we have applied the four diamonds-of-context model for complex service design (4DocMod) framework to evaluate the main objects and their categories for a complex educational service design. The logic governing the underlying multi-contextual relations between categories and objects has been analysed by depicting the See and Recognize diamonds. Our findings may support decision-makers, managers, and other stakeholders in the education organizations to understand the education service system’s complexity, its multi-contextual environment, to create a common language of action amid the COVID-19 pandemic.