Enhancing organizational resilience and performance in times of crisis: A case study of Bahrain Airport Services

Abstract

This paper aims to determine the impact of organizational resilience (OR) on crisis management and overall performance. Bahrain Airport Services (BAS) is used as an example. This research identifies and analyzes the key dimensions of OR that exist at BAS, and examines the principal barriers to the enhancement of crisis preparedness/operational resilience (Hillmann & Guenther, 2021; Barasa et al., 2018). Using a qualitative approach, a descriptive/analytical case study method was applied. Data were collected through semi-structured interviews with employees of BAS and an analysis of selected internal documents. The collected data were reviewed and analyzed using thematic analysis and the Resilience Capacity framework. Findings suggest that BAS has a moderate level of resilience with regard to operational continuity and crisis-response integration. However, large gaps exist with regard to strategic resilience, digital preparedness, and proactive and OR. The study further evidenced that the lack of structured resilience frameworks and consolidated data systems significantly weakens the resilience of the organization in the face of crisis circumstances. Accordingly, the study designed a Crisis Resilience and Performance Improvement Framework to address the gaps. This study is one of the first examples of OR research in the Arab aviation and service sectors, and provides managers/policy makers operating in unpredictable, fast-changing environments with practical solutions.