StakeS-holder Management and Crisis Resilience A case study in a public transportation companyReportar como inadecuado

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1 ESCP-EAP - ESCP-EAP 2 CGS i3 - Centre de Gestion Scientifique i3 3 IRG - Institut de Recherche en Gestion

Abstract : Stakeholder perspectives on crisis management provide a useful descriptive framework for analyzing crises and making crisis narratives. However, their -actionability- for crisis management, i.e. possibility to use stakeholder management models into operational crisis management processes, remains an under-investigated question. The purpose of this article is to discuss the operational value of stakeholder frameworks for crisis management. Drawing on a qualitative case study of a successful crisis management process in a public transportation company, we investigate the activities set up by the crisis cell to manage internal and external stakeholders during the crisis. In our case, successful stakeholder management relied on: 1 good diagnosis capabilities for the design of an appropriate corporate positioning; 2 an ability to manage coherently a set of emerging and heterogeneous issues involving stakeSholders ; 3 the capacity to set up a tightly coupled form of organization, involving both crisis cell members and various -anchorage points-, i.e. specific actors involved in the project before the crisis, who were already in contact with key stakeholders as part of their day-to-day activities. We then discuss the practical and theoretical implications of this analysis and the potential value stakeholder perspectives for crisis management.

Keywords : crisis management stakeholder management collective action anchorage points

Autor: Aurélien Acquier - Sébastien Gand - Mathias Szpirglas -



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