Digital-platform-based ecosystems: CSR innovations during crises

Humanitarian crises caused by war, natural disasters, famine, or disease outbreaks are growing globally and are persistent human tragedies threatening human health, safety, and well-being. Digital-platform-based ecosystems’ corporate social responsibility (CSR) activities have become a vital tool to support humans during crises. However, little is known about the impact of the innovative CSR practices of digital-platform-based ecosystems during a crisis. Therefore, this study investigates this crucial question. Building on dynamic capabilities theory and using thematic analysis of 89 news articles and data from website sources and reports relating to Airbnb Inc.’s CSR innovation in the Afghan 2021 and the Russia–Ukraine 2022 humanitarian crises, we find that strategic digital-platform-based ecosystem-driven CSR interventions during crises can be helpful for society and for businesses. The results suggest Airbnb.org leveraged its resources and capabilities to provide innovative, quick, and timely responses to redefine refugee resettlement, promoting a platform to harness community partnerships, creating a robust collaboration model with international non-governmental organizations and non-governmental organizations, and initiating a novel financial inclusion strategy for refugees and displaced persons. This result also implies that CSR technological innovations during s crisis can be theoretically explained and have further significant implications for policymakers, companies, and societal stakeholders.