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

• DOI: 10.1080/14719037.2021.1960737
• Publication Date: 2021-08-06T07:52:22Z
• Authors: Wendy Phillips; Jens K. Roehrich; Dharm Kapletia
• Keywords: Pandemic; Resilience; Black swan theory; Crisis Management; 2019-20 coronavirus outbreak

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 investigate how healthcare their suppliers asymmetry support decision-making. Building on primary secondary datasets, demonstrate managers were innovating internal structural responses. For black events, in-house 'intelligent clients' are intrinsic not only in managing uncertainty associated with early stages crisis, but also addressing equivocality joint decision-making other organizations implementing solutions.