Stakeholder interactions as sources for organisational learning: insights from the water sector

Purpose This paper aims to understand stakeholders' sentiments with respect company policies in the water utilities (WU) sector and explore if how these could be a source for organisational learning. Design/methodology/approach study investigates use of social media WUs’ stakeholders’ reactions as data relies on mixed-methods approach based sentiment analysis Facebook (FB) pages semi-structured interviews sustainability managers from sample Italian WUs. Findings show that WUs increasingly FB mainly promote disclose environmental issues information A longitudinal disclosure via reveals growing trend both companies’ posts stakeholder interactions significant differences among organisations their ways using knowledge obtained media. Originality/value Theoretically, this builds an original link between learning processes. Empirically, best authors’ knowledge, is one first studies identify quantity quality related reactions.