Crowd-Based Accountability: Examining How Social Media Commentary Reconfigures Organizational Accountability
نویسندگان
چکیده
Organizational accountability is considered critical to organizations’ sustained performance and survival. Prior research examines the structural rhetorical responses that organizations use manage pressures from different constituents. With emergence of social media, shift relatively clear well-specified demands identifiable stakeholders unclear unspecified concerns a pseudonymous crowd. This further exacerbated by public visibility materializing as stream online commentary for distributed audience. In such conditions, established become less effective addressing pressures. We conducted multisite comparative study examine how in two service sectors (emergency response hospitality) respond manifesting media on platforms (Twitter TripAdvisor). find responding while also enacting changes their practices recalibrate risk, redeploy resources, redefine service. These produce diffractive reactivity reconfigures meanings, activities, relations, outcomes work well boundaries organizational accountability. synthesize these findings model crowd-based discuss contributions this organizing era.
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ژورنال
عنوان ژورنال: Organization Science
سال: 2022
ISSN: ['1526-5455', '1047-7039']
DOI: https://doi.org/10.1287/orsc.2021.1546