Search

Poster

Pro-environmental behaviors foster hotel sustainability, including the achievement of environmental goals. The willingness to pay more for sustainable hotel services should be considered a key pro-environmental behavior. The purpose of this study is to identify the relationship between hotel guests' willingness to pay more for sustainable services in regard to their pro-environmental behavior and selected socioeconomic characteristics. Two main research methods were used: a systematic literature review and a diagnostic survey. A total of 1317 questionnaires were collected from guests of six Polish hotels. The relationship between guests' willingness to pay more for sustainable hotel services and their environmental beliefs was observed. Relationships (positive and negative) between pro-environmental (mitigating) behaviors and willingness to pay higher costs for sustainable services were also noted. Moreover, guests with a higher financial status and education as well as younger guests were found to be more likely to accept higher prices for sustainable hotel services.

Purpose - the authors consider the relevant aspects of the current state, the prospects for the development of agro-industrial complex of the Republic of Kazakhstan and economy as a whole, as well as the world experience of transport and logistics systems. The high relevance of solving problems aimed at expanding the scale of transport logistics, which determined the importance of choosing this research topic. Methods - economic assessment on the basis of which, the basic principles and measures for the implementation of the State program "Digital Kazakhstan" are presented; the feasibility and significance of the project for the functioning of transport enterprisesis shown; analytical – in monitoring the current situation in transport industry; a systematic approach that allows to identify the effectiveness of management processes when using innovative mechanisms that contribute to the growth of the competitiveness of domestic agro-industrial production. Results - in recent years, close attention has been paid to the development of a single national transport system, modernization of all its elements, increasing the sustainable operation of transport complex, providing sustainable services to agricultural sector as a priority sector of country, its integration into the world economic community. The authors state that the trend towards digitalization of transport and logistics services sets new standards for all market participants. The main directions of traffic management are summarized, and the integrated digital platform is characterized by a high degree of transparency and traceability of the food supply chain. Conclusions - the assessment of the effectiveness of the functioning of transport and logistics systems based on the widespread use of digital information and communication technologies for planning, monitoring and control of all procedures delivery of goods from manufacturers to end consumers is done. Improving logistics functions in agricultural sector is a key catalyst for the growth of the logistics sector in most countries.

Non-technical summary Scaling sustainable behaviour change means addressing politics, power and social justice to tackle the uneven distribution of responsibility and agency for climate action, within and between societies. This requires a holistic understanding of behaviour that bridges the ‘individual’ and ‘systemic’, and acknowledges the need for absolute emissions reductions, especially by high-consuming groups, and in key ‘hotspots’ of polluting activity, namely, travel, diet and housing. It counters the dominant focus on individuals and households, in favour of a differentiated, but collective approach, driven by bold climate governance and social mobilisation to reorient institutions and behaviour towards just transitions, sufficiency and wellbeing. Technical summary Sustainable behaviour change has been rising up the climate policy agenda as it becomes increasingly clear that far-reaching changes in lifestyles will be required, alongside shifts in policy, service provision and technological innovation, if we are to avoid dangerous levels of global heating. In this paper, we review different approaches to behaviour change from economics, psychology, sociology and political economy, to explore the neglected question of scalability, and identify critical points of leverage that challenge the dominant emphasis on individual responsibility. Although politically contentious and challenging to implement, in order to achieve the ambitious target of keeping warming below 1.5 degrees, we propose urgent structural interventions are necessary at all points within an ecosystem of transformation, and highlight five key spheres for action: a ‘strong’ sustainability pathway; pursuing just transitions (via changes to work, income and infrastructure); rebalancing political institutions to expand spaces for citizens vis-a-vis elite incumbents; focusing on high polluting actors and activities; and supporting social mobilisation. We call for a move away from linear and ‘shallow’ understandings of behaviour change, dominated by traditional behavioural and mainstreaming approaches, towards a ‘deep’, contextualised and dynamic view of scaling as a transformative process of multiple feedbacks and learning loops between individuals and systems, engaged in a mutually reinforcing ‘spiral of sustainability’. Social media summary box Scaling behaviour change means addressing power and politics: challenging polluter elites and providing affordable and sustainable services for all.

Cities provide a privileged context for observing environmental, social, political, and economic changes. They offer great opportunities for experimentation, often becoming laboratories for innovative practices in different fields of research. This article describes how Service Design can concretely contribute to promoting sustainable and inclusive services at the city level by adopting participatory, collaborative, and multi-stakeholder processes. In particular, the article analyses, through a literature review, the evolution of service design applied to complex and large-scale systems, identifying in the recent conceptualization of service ecosystem design the framework for designing sustainable and inclusive solutions in urban contexts. Two design studios were developed through a collaborative design process to link theory and practice. Three examples of service concepts are described as experiments in transformative service design practices that incorporate systems thinking. The article explains how service designers can deal with complex and large-scale transformations in terms of sustainable urban services and outlines a service design process and some design and research implications related to the ability to adapt to uncertainty and incorporate complexity as design elements.

PurposeWorldwide, healthcare systems struggle to sustain the delivery of services at a time of increasing demand, limited resources and growing expectations from users, coupled with dealing with the aftermath of the Covid-19 pandemic and the threat of other outbreaks. There has never been a more important time to sustain innovation and improvements. Using an illustrative case, the authors assess the application of two existing frameworks to identify the key propositions and dimensions required to deliver sustainable services.Design/methodology/approachThis illustrative case study focuses on a service provided by a chronic disease, multidisciplinary community healthcare team in the UK. Experienced-based interviews were conducted with health professionals, patients and relatives to provide a rich account of a care pathway design. A high-level process map is used to visualise the key touch points.FindingsThe authors identify all seven propositions of the SERVICE framework being present along with additional dimensions relating to sustaining innovation and improvement.Research limitations/implicationsThis research is limited to a chronic disease care pathway. However, the authors believe the results could be applicable to other medical conditions, which are supported by a similar multi-disciplinary service delivery model.Practical implicationsThe authors provide a sustainable public service operations SERVICES framework for health professionals and managers to consider when (re)designing care pathways.Originality/valueThis research contributes to the emerging discipline of public service operations research by empirically testing for the first time the SERVICE framework within healthcare. The authors have included additional factors associated with innovation and improvement and recommended further development of the framework to include factors, such as economic sustainability, highly relevant to the context of universal healthcare systems.

Modern societies are becoming increasingly reliance on inter-connected digital systems. Despite numerous benefits, it is important to overcome existing security problems in a highly inter-connected system, like Sensor-Cloud systems. Sensor-Cloud is the product of the integration of wireless sensor networks and cloud computing. However, when a physical sensor node receives multiple service commands simultaneously, there will be some service collisions, namely, coupling security problem. This coupling security problem may lead to the failure of sustainable services and the system security threat. In order to solve the problem, sustainable resource management and maximum resource utilization are important. In this paper, we extend the Kuhn-Munkres algorithm based on fog computing to achieve sustainability. To begin with, we design a buffer queue in fog computing layer which will return the result to the cloud layer directly to increase the resource utilization. Then, we extend the Kuhn-Munkres algorithm to get the initial assignments of resources. The last step is to determine whether the initial assigned resources can be further scheduled, which means that we further improve the resource utilization to realize sustainable resource management. The results demonstrate that our method outperforms the traditional scheduling methods, which decreases both of the rounds and computational costs of scheduling by 24.04-57.78 percent and 9.88-31.51 percent, respectively. The experimental evaluations proved that the performance of the proposed fog-based scheme can effectively solve coupling security problem for sustainable Sensor-Cloud systems.

E-government projects in some developing countries face many challenges to provide sustainable services for e-efficiency. Literature shows that most governments suffer from lack of technology and restrictions associated with budgets and human resources. These factors constitute the main obstacles impeding the effective implementation of sustainable and secured e-government services. In addition to these obstacles, the e-government efficiency models adopted by some developing countries do not deliver an appropriate strategic plan for disseminating all sustainable and secured e-government services. Therefore, this paper proposes a new secured model for e-government efficiency to provide sustainable and e-efficiency services. This goal can be achieved using five determinants: detailed process, streamlined services, quick accessibility, use of latest techniques, and trust and awareness, which are discussed in this study. The proposed model has been validated by using a pilot study conducted through case study and method of application and implementation. The findings indicate that both service providers such as governments and users of e-government services took advantage of the proposed model. Accordingly, sustainable e-government services may increase.

Transportation vulnerability, defined as lack of access to transportation resulting in financial, social, or health consequences, reduces quality of life. While research has focused on the relationship between transportation vulnerability and the built environment among adults, youth have received less attention. This study examined the association between transportation vulnerability and school attendance in Miami-Dade County, Florida from 2010 to 2017 across schools that were/were not provided free transportation for students to attend a park-based physical activity afterschool program called Fit2Play (n = 289 public schools; 84% with Title I status; 41% located in high transportation vulnerable areas, 28% provided with free transportation to a program park). Adjusted longitudinal generalized linear mixed models showed a positive association between transportation vulnerability and school attendance with stronger magnitude in schools with versus without free school-to-program transportation (β = 1.16, 95% CI 0.69, 1.63). Sub-analyses showed a 3.23% (95% CI 2.45, 4.02) mean increase in school attendance for program sites with high program attendance located in high versus low transportation vulnerable areas. These findings suggest that transportation interventions have potential to improve school attendance and community-based recreation participation over time for youth exposed to high transportation vulnerability. Study results highlight the need to explore sustainable services that reduce transportation vulnerability for youth in high-need subgroups to improve school and community program participation.

Part 12: Pathways and Tools for Digital Innovation Hubs; International audience; As digital transformation imposes cultural changes in terms of how value is delivered, continual experimentation helps define optimal solutions for key stakeholders. From the DIH perspective, the hunt is on for the most impactful and financially sustainable services that lend themselves to practical customisationagainsttarget group needs. Among these, fostering cross-border collaboration amongst themselves and between SMEs is also a desirable, albeit challenging strategy to be pursued by DIHs. We present the approach of DigiFed (European Commission funded project), which relies on a network of 12 DIHs and Research Technology Organisations (RTOs)to design and experiment with novel innovation support mechanisms for SMEs across Europe. We analyse the currently implemented cross-border cooperation instruments and their preliminary results and describe additional instruments under ongoingexperimentation. We also elaborate on prospectsto generalise these instruments for adoption by other DIH networks.

This paper aims to analyse cruise tourists' sustainable behaviour and their level of satisfaction at destinations. A semi-structured questionnaire was administered to a sample of 1180 cruise tourists at one major port of call in the Mediterranean region. This allowed us to group cruise tourists into clusters, according to their characteristics, and analyse all the elements of two alternate types of behaviour. One group answered the questionnaire just after living the experience in the destination city; a second group, that already lived the experience in the same city, answered the same survey online. We also identified the aspects that most influence the global level of satisfaction, using ordered logit models. The findings, although drawn from only one destination, may be useful for practitioners and policy makers by allowing them to pinpoint and understand specific determinants of the socio-economic effects of cruise tourism on a destination, by taking into account the role of sustainable services. This study explores aspects overlooked by other studies by adopting a research model that goes beyond the traditional approach that has tended to focus on cruise tourists' satisfaction based on traditional services and facilities.

The disciplines of engineering are positioned at the cutting edge of innovation and play a crucial role in the development of society. In this paper, we present a Teaching-Learning Methodology in engineering disciplines called Engineering Service-Learning, which aims to improve engineering learning and develop the competencies of engineering students. This study aims at defining engineering service-learning and its objectives as well as cite and compare its implementations. These engineering service-learning projects provided sustainable services to the local community which contributed to its development and the achievement of the sustainable development goals, and it provides a real opportunity for engineering students to apply various engineering learnings.

Sustainability is one of the most critical issues today. Thus, the unsustainable consumption of resources, such as raw materials, CO2 emissions, and the Linear Economy needs to be changed. One framework for a more sustainable economy is the Circular Economy. Although the concept of the Circular Economy has been around since the 1990s, yet we are still far from enabling a Circular Economy. Therefore, a turnaround to the current linear economy as well as a change in society is necessary. In this paper, we get down to the essence of the status quo in the Circular Economy, identify the main barriers, such as lack of information, unsustainable economic models, ignorance, missing incentives, and propose software-driven solutions to tackle these challenges. Our solution extends the service description language by introducing the sustainability impact factor. The goal is to motivate end-users towards a more sustainable behavior without making massive restrictions on their lives.

The Pacific Islands are estimated to have among the highest global burdens of hearing loss, however, hearing health services are limited throughout this region. The provision of hearing aid is desirable, but should be delivered in accordance with WHO recommendations of appropriate and locally sustainable services. Large-scale hearing aid donation programmes to the Pacific Islands raise ethical questions that challenge these recommendations.The aim of this paper is to consider the ethical implications of large-scale hearing aid donation programmes to Samoa, a nation of the Pacific Islands. Evaluation of both ‘Western’ and ‘Pacific Island’ perspectives reveals important cross-cultural differences regarding attitudes to donation programmes. We attempt to offer possible solutions that satisfy both ethical frameworks, and which should enable us to deliver an effective hearing health service for Samoa. These solutions may be translational and benefit other Pacific Island nations in a similar context.

Performance analysis at local public administrative level specific to the key tool through which the well-being of the citizens of a community can be achieved. The correct identification of the working directions of the local authorities will generate added value for the administrative-territorial unit. The aim of the paper is to analyze from a theoretical perspective the performance management of local public administration. The importance of the subject is highlighted in ensuring quality, sustainable and sustainable services at the community level, and this can only be valid if the basic indicators in the analysis of local performance are known.

Most of the methodologies available in the scientific literature for measuring ongoing sustainable efforts at municipal levels are from affluent regions (Europe, US, and Canada). Due to context idiosyncrasies, the models available to measure ongoing sustainable efforts in affluent cities are not suitable for cities in Latin America. Issues related to the lack of infrastructure, the absence of primary and sustainable services, and the problems derived from economic, social, and political environment constraints, which are remarkable in some Latin American cities, have been mostly overcome in the western global north cities. A mere reproduction of successful technological solutions adopted by some cities of the Global North does not mean that the results achieved there will be equally obtained in Latin America. Latin American cities are unevenly developed and in need of different and customized solutions. In the absence of a conceptual and widely accepted methodology to evaluate the smartness of a city considering the Latin America context and in accordance to the literature, this research proposes an innovative model and indicators, levelling up the importance of dimensions less remarkable in previous models. Latin American cities must use their own model to measure their ongoing sustainable efforts that consider the idiosyncrasies of the region while not being tempted to use models from affluent regions, avoiding the risk of reiterating a top-bottom approach and thus using an inappropriate tool.

University campus is not a violence free space; therefore, how do universities deal with this problem? This research note presents the results of a critical analysis of prevention and action protocols against sexual violence in Catalan public universities. Particular attention is given to the potentialities and shortcomings of such measures. The first section introduces the research that serves as a framework of this study. namely the European project “Universities Supporting Victims of Sexual Violence: Training for Sustainable Services (USVReact)”, as well as the methodology used. Next, we focus our attention on the legislation in which university policies on sexual and gender violence are grounded. Finally, we present the results of our analysis of the protocols. This work shows that sexual violence in Catalan universities remains a quite unknown and underestimated issue that has not yet received the required response.

The growing demand for hospital services and the pressure to incorporate sustainable strategies into hospital management have led hospitals to rethink their business model and seek new ways to manage their operations. Corporate sustainability is an important way to make hospitals more sustainable and competitive. Therefore, this paper proposes a framework that contains the drivers for the management of sustainability in hospitals (SH), developed through the content analysis method. As a result, this study proposes five drivers: toward the circular economy; making sustainable buildings; adopting knowledge management and organizational culture; employing management systems, tools, and methods; and applying technological innovations. This framework contributes in a managerial way to helping managers of hospitals in managing sustainability; making their businesses fairer, greener, and more prosperous; and fulfilling their commitments to the well-being of their employees and society, providing a basis for moving toward the premises of the United Nation’s 2030 Agenda. This study also scientifically contributes to the academic maturation of the topic by systematizing elements and adding insights to the state of the art on SH. It is recommended that future studies add new elements to the drivers or even propose new drivers for the continuous scientific advancement of this topic.

The sharing economy, based on collaboration, sharing, and innovation, has brought about a disruptive revolution in the transformation of the economy and provided a new operating mechanism for promoting sustainable consumption. Therefore, exploring which signals in the sharing economy can effectively stimulate customer consumption behaviors is of great significance. The research uses the signal-interpretation-response (I-I-R) model to build a research framework for customer sustainable consumption behaviors in the context of the sharing economy. With the help of web crawler technology, we captured customer online review data on Airbnb, the sharing accommodation platform, to study the driving path to interpret how multiple signals from different sources influence sustainable consumption behaviors. Regression research shows that the scores in the customer signal, the sustainable services provided in the service provider signal, the super-host certification in the platform signal, and the interactive effects of the three signals have a significant positive impact on customer sustainable consumption behaviors. Consequently, the increase of customer sustainable consumption behaviors improves sales performance. Furthermore, the fuzzy-set qualitative comparative analysis (fsQCA) found five configurations for customer sustainable consumption behaviors based on different property types. The research results provide a reference for strengthening customer sustainable consumption behaviors and improving the service quality of platforms and service providers.

Background: Australia’s healthcare system is complex and fragmented which can create challenges in healthcare, particularly in rural and remote areas. Aboriginal people experience inequalities in healthcare treatment and outcomes. This study aimed to investigate barriers and enablers to accessing healthcare services for Aboriginal people living in regional and remote Australia. Methods: Semi-structured interviews were conducted with healthcare delivery staff and stakeholders recruited through snowball sampling. Three communities were selected for their high proportion of Aboriginal people and diverse regional and remote locations. Thematic analysis identified barriers and enablers. Results: Thirty-one interviews were conducted in the three communities (n = 5 coastal, n = 13 remote, and n = 13 border) and six themes identified: (1) Improved coordination of healthcare services, (2) Better communication between services and patients, (3) Trust in services and cultural safety, (4) Importance of prioritizing health services by Aboriginal people, (5) Importance of reliable, affordable and sustainable services, (6) Distance and transport availability. These themes were often present as both barriers and enablers to healthcare access for Aboriginal people. They were also present across the healthcare system and within all three communities. Conclusions: This study describes a pathway to better healthcare outcomes for Aboriginal Australians by providing insights into ways to improve access.

Background Despite the existence of universal health care for Canadians, health inequalities persist and those residing in rural regions experience disparities when accessing appropriate services. To enhance access, a teletrauma program was implemented in a rural northern region in western Canada, connecting rural clinicians to urban emergency physicians and trauma specialists during emergency cases. Objective To explore reasons why teletrauma is used in rural contexts from the perspectives of service users and stakeholders. Methods 14 semi-structured interviews were conducted with stakeholders, clinicians (physicians, specialists), management, and researchers. Interpretive description methodology guided the study and analysis, and findings were organized thematically. Results Teletrauma was used to connect clinicians, manage complex cases when weather or distance delayed transfer, and to enable appropriate and timely treatment locally. Teletrauma was more likely to be activated when clinicians were uncomfortable with clinical management, when relationships were established, and when technology was familiar and easy to use. Conclusions Teletrauma is more than just the technology that is deployed. The establishment of relationships between teletrauma users was vital to the success of teletrauma. To design effective, integrated, and sustainable services, rural clinicians must remain at the center of teletrauma models.

One of the goals of future cities in many regions around the world is that they become smart cities. One of the major contributions that implement the smart cities concept is the use of renewable energy sources, which, in its turn, leads to the desired decarbonized society. In order to make it possible, it is necessary to ensure sustainability policies to take it into account either by using natural resources (e.g., replacing the so far used energy sources by renewable ones) or by saving resources (e.g., energy, water…), clearly resulting in financial and ecological savings.

The knowledge of soil science is as old as civilization and was used even from Vedic times around 700 BC. Kautillyas’ Arthashastram (400 BC) mentioned the improvement of soil fertility and growing rice and wheat crops in the fertile Indo-Gangetic valley. Information regarding the systematic study of western agriculture dating from the fourth century is available. Studies by Robert Boyle, Francis Bacon, Arthur Young, Justus von Liebig, and Birkland–Edie and Haber, among others, on the development of soil fertility and fertilizer are remarkable. It was Vasily Dokushaev’s work in soil genesis in 1983 that the International Union of Soil Sciences recognized and led to their including soil science in International scientific society. The Nepalese history of soil science dates to 1957 when soil science was established as a unit under the Department of Agriculture to conduct soil sample analysis and soil fertility experiments. Later other units were added and gradually the number of people working in soil science increased but not sufficient. Scientists with soil science as an academic qualification are lacking in the world by 40%, Nepal has the same fate. While the national priority has been on higher food production, little thought has been given to the negative consequences of our actions, including land degradation and desertification. It is imperative that we should work hard and convince society and policy-maker that proper attention is given to restore soil fertility and soil health before it is too late, therefore, soil will continue to provide the nation with goods and sustainable services. In this chapter, we present a brief history of soil science established in Nepal and discuss how it develops with time.

This paper introduces and explores the vision wherefore stakeholders and the process of staking —that is, the idea of guaranteeing the quality of a process by risking valuable assets on their correct execution— may run both on and off a blockchain while in the context of cloud-enabled services and processes. The emerging trend behind blockchain-oriented computing and the reliance on stakeholders therein make distilling and evaluating this vision a priority to deliver high-quality, sustainable services of the future. We identify key defining concepts of stakeholders and the staking process, using three very different staking scenarios as a base. Subsequently, we analyze the key challenges that these stakeholders face and propose the development of a framework that can help overcome these challenges. Finally, we give a road-map to steer systematic research stemming from the proposed vision, leveraging design science along with short-cyclic experimentation.

Since the 1980s, the New Zealand Police have attempted to introduce a number of extensive change management programmes to improve the efficiency and effectiveness of their core services: Project Blueprint, Policing 2000, Policing Excellence and Prevention First. The latest change management programmes ‘Policing Excellence and Prevention First’ arose from three circumstances that were placing pressure on the delivery of policing services: (1) the impact of the 2007 global financial crisis on public sector funding and budgets; (2) unsustainable increases in demand for police services and (3) the need for police to modernize, coupled with opportunities to lift productivity, for example through the better use of technology. The New Zealand Police’s operating environment had become increasingly complex in the decade prior to the 2007 global crisis. Crime, however, was declining, but the actual social cost of crime had been increasing. The New Zealand Government viewed the situation as unsustainable as the increasing costs were placing a heavy burden on the wider Justice Sector, with Justice Sector costs increasing 79% between 1999 and 2009. At the same time, there was an increasing demand for police services, which reflected the changes in social, demographic and economic conditions. In response to these pressures, the New Zealand Police identified a number of organizational improvement opportunities that could increase productivity and deliver efficient, sustainable services. These opportunities were developed and implemented under the two separate programmes called Policing Excellence and Prevention First. This chapter will describe and examine these programmes, and evaluate how successful they have been since their introduction in 2009–2010.

Service design has proved its potential in creating effective and innovative solutions, desirable by users as well as service provider organizations. Service design, which follows holistic and human-centred approach, exhibits an enormous scope to address complex, large-scale problems like designing citizen services that are experiential, efficient and effective. Citizen services involve complexity due to the diverse user base and their varying needs; rapid technological advancements and increasing demands of users. The involvement of multiple stakeholders, socio-political and environmental changes across the globe makes it more complicated. In order to explore the effectiveness of the service design approach, methods and tools for citizen services, we undertook a speculative case study of Indian Postal Services. The study was broadly divided into research, analysis, ideation and conceptualization stages. A mix of quantitative and qualitative methods was used for user research, and derived insights were taken forward through ideation workshops using tools provided by CraftChange—service design for behaviour change framework. Ideas were clustered to create a service ecosystem comprising of peripheral as well as core services for India Post. This study emphasizes on adopting differentiating practices, tools and methods while designing citizen services, to achieve greater adoption and sustained usage of the services. Service design for behaviour change approach towards citizen services seems to be promising to have more holistic, valuable and sustainable services for the users, service providers, associated organizations and the society and environment.

The Service Science lens favours a transdisciplinary approach to the study and interpretation of a huge number of phenomena. This article explores the applicability of this lens in understanding how resilience can emerge as a characteristic of the service systems at a city, or a district, region, or society level. This paper argues that by matching insights from the Service Science perspective with recent advances in System Thinking, a common and cross-cultural interpretation on resilience may arise, focusing on empirical grounds, fundamental pillars for every country. The paper reviews the understanding of resilience using four macro areas, to specify "where" the resilience’s transdisciplinary roots can be traced. We are formulating four main assumptions based on the ten foundational concepts of Service Science. Further, we argue how these assumptions can really help in understanding, from a multidisciplinary point of view, how different competences and perspectives foster resiliency in Smart cities. We propose a new service design artefact, the Smart Service Model Canvas (SSModC), as a tool for designing, realizing, and maintaining Smart City services. We apply this new tool in a case study to demonstrate some aspects of special services in Smart cities that resilient entities should have and acquire. Our findings may help in addressing the challenge of resilient and sustainable services, as a response for the cognitive resilience of Society in its induced progression. Therefore, they may constitute common knowledge for city management entities in developing complex services with multiple value propositions.