“I Am Your Partner, Am I Not?” An inquiry into stakeholder inclusion in platform organizations in times of crisis

Nicole Siebold; Sebastian  Oelrich; Olivier Roche

doi:10.1016/j.jbusres.2023.113776

“I Am Your Partner, Am I Not?” An inquiry into stakeholder inclusion in platform organizations in times of crisis

Nicole Siebold^*, Sebastian Oelrich, Olivier Roche

^*Corresponding author for this work

Department of Management

Research output: Contribution to journal/Conference contribution in journal/Contribution to newspaper › Journal article › Research › peer-review

5 Citations (Scopus)

33 Downloads (Pure)

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.

Original language	English
Article number	113776
Journal	Journal of Business Research
Volume	160
Number of pages	15
ISSN	0148-2963
DOIs	https://doi.org/10.1016/j.jbusres.2023.113776
Publication status	Published - May 2023

Keywords

Inattentional blindness
Platform economy
Platform organizations
Stakeholder inclusion
Trust

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Siebold_2023_I_am_your_partnerFinal published version, 2.6 MBLicence: CC BY

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title = "“I Am Your Partner, Am I Not?” An inquiry into stakeholder inclusion in platform organizations in times of crisis",

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{\textquoteright}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.",

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“I Am Your Partner, Am I Not?” An inquiry into stakeholder inclusion in platform organizations in times of crisis. / Siebold, Nicole ; Oelrich, Sebastian ; Roche, Olivier.
In: Journal of Business Research, Vol. 160, 113776, 05.2023.

Research output: Contribution to journal/Conference contribution in journal/Contribution to newspaper › Journal article › Research › peer-review

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T1 - “I Am Your Partner, Am I Not?” An inquiry into stakeholder inclusion in platform organizations in times of crisis

AU - Siebold, Nicole

AU - Oelrich, Sebastian

AU - Roche, Olivier

PY - 2023/5

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N2 - 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.

AB - 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.

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KW - Stakeholder inclusion

KW - Trust

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DO - 10.1016/j.jbusres.2023.113776

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JO - Journal of Business Research

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“I Am Your Partner, Am I Not?” An inquiry into stakeholder inclusion in platform organizations in times of crisis

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Keywords

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