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Responding to information asymmetry in crisis situations: innovation in the time of the COVID-19 pandemic

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  • Wendy Phillips
  • Jens K. Roehrich
  • Dharm Kapletia

Abstract

Crises test the resilience of public service organizations. Healthcare providers must respond and innovate within tight constraints to address challenges. Presenting COVID-19 as a knowable unknown (black swan event), we adopt information processing theory to investigate how healthcare providers and their suppliers address information asymmetry to support decision-making. Building on primary and secondary datasets, we demonstrate managers were innovating internal structural responses. For black swan events, in-house ‘intelligent clients’ are intrinsic not only in managing information uncertainty associated with early stages of the crisis, but also in addressing information equivocality and joint decision-making with other organizations associated with implementing solutions.

Suggested Citation

  • Wendy Phillips & Jens K. Roehrich & Dharm Kapletia, 2023. "Responding to information asymmetry in crisis situations: innovation in the time of the COVID-19 pandemic," Public Management Review, Taylor & Francis Journals, vol. 25(1), pages 175-198, January.
    • Handle: RePEc:taf:rpxmxx:v:25:y:2023:i:1:p:175-198
    DOI: 10.1080/14719037.2021.1960737
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    Cited by:

    1. Mindaugas Butkus & Giovanni Schiuma & Ilona Bartuseviciene & Ona Grazina Rakauskiene & Lina Volodzkiene & Laura Dargenyte-Kacileviciene, 2023. "The impact of organizational resilience on the quality of public services: Application of structural equation modeling," Equilibrium. Quarterly Journal of Economics and Economic Policy, Institute of Economic Research, vol. 18(2), pages 461-489, June.

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