 “I Am Your Partner, Am I Not?” An inquiry into stakeholder inclusion in platform organizations in times of crisisNicole Siebold, Sebastian Oelrich and Olivier P. Roche Journal of Business Research, 2023, vol. 160, issue C Abstract: In this paper we contribute to the understanding of how failed stakeholder inclusion in times of crisis can lead to distrust of platform organizations. Drawing on the revelatory case of Airbnb, we explore how stakeholder inclusion was practiced when the platform was confronted with the COVID-19 pandemic, a severe context in which its business practices were disrupted and social interactions uprooted. Our qualitative analysis suggests that platform leaders failed to notice a dissonance between articulated stakeholder meaning and understanding (i.e., what they said) and the crisis response practices implemented (i.e., what they did and did not do). This ultimately fostered distrust and selective disengagement as stakeholders re-interpreted Airbnb’s claims about their role and how stakeholders were given voice in times of crisis. Drawing on research in psychology, we utilize the concept of inattentional blindness as a novel metaphorical explanation for failed stakeholder inclusion in platform organizations in times of crisis. Keywords: Platform economy; Platform organizations; Stakeholder inclusion; Trust; Inattentional blindness (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:160:y:2023:i:c:s0148296323001340 DOI: 10.1016/j.jbusres.2023.113776 Access Statistics for this article Journal of Business Research is currently edited by A. G. Woodside More articles in Journal of Business Research from Elsevier |
Is your work missing from RePEc? Here is how to contribute.
Questions or problems? Check the EconPapers FAQ or send mail to .
EconPapers is hosted by the
School of Business at Örebro University.