Socio-ecological resilience and technology-driven value creation for humanitarian emergencies. An exploratory case study

The purpose of this paper is to explore, assuming the service ecosystem perspective, the humanitarian domain, and the multi-level dynamics that ensure service continuity even in emergencies. In doing so, the enhancing role of digital technologies has been investigated, pointing out the way they support actors in enacting specific practices able to make a humanitarian service ecosystem (HSE) resilient over time. The study was based on an exploratory qualitative analysis, conducted by administering some semi-structured interviews to humanitarian service ecosystem key informants. Results were analyzed and presented by implementing an interpretative data analysis process. An HSE was conceptualized by grasping its main characteristics, also pointing out the role that digital technologies play in ensuring service continuity and the main mechanisms that make it resilient and, therefore, able to function and evolve by creating new and renovated value. The research theoretically contributes to the nascent literature on the humanitarian service ecosystem, offering a new understanding of the role that socio-technical actors can have in ensuring the continuity of humanitarian service in emergency contexts. Particularly, the study advances the literature on service ecosystems in the humanitarian domain, providing a multilevel framework that explains the mechanisms linking humanitarian ecosystem emergency management to resilient outcomes. Practically, the study offers interesting insights for humanitarian organizations, policy-makers, and technology developers seeking to enhance preparedness and response strategies by leveraging digital innovations.