Flexible intelligent relationship management: the business success paradigm in a stakeholder society

Abstract

At the macro level, Britain appears set for a major transformation. Opinion polls indicate that the prospect of a “stakeholder society” has greater appeal than a “back to basics” society. At the micro level, only those businesses that recognize the critical importance of numerous relationships or stakeholders can achieve and sustain competitive advantage. Customer satisfaction can only be sustained and delivered by those firms that develop world‐class relationships with all parties. Where previous studies emphasized relationships, they failed to produce an appropriate model for business people. Offers a model which states that corporate commitment to stakeholders is a necessity for companies seeking enduring competitive advantage.

Citation

McDermott, M.C. and Chan, K.C. (1996), "Flexible intelligent relationship management: the business success paradigm in a stakeholder society", The Learning Organization, Vol. 3 No. 3, pp. 5-17. https://doi.org/10.1108/09696479610119633