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.

摘要

危机考验公共服务组织的弹性。医疗保健提供者必须在严格的限制下做出响应并进行创新，以应对挑战。将 COVID-19 呈现为已知的未知事件（黑天鹅事件），我们采用信息处理理论来研究医疗保健提供者及其供应商如何解决信息不对称以支持决策。在主要和次要数据集的基础上，我们证明管理者正在创新内部结构响应。对于黑天鹅事件，内部“智能客户”不仅在管理与危机早期阶段相关的信息不确定性方面是固有的，而且在解决信息模棱两可以及与实施解决方案相关的其他组织的联合决策方面也是固有的。