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Mapping stakeholder perceptions for a third sector organization

Anne Fletcher (Macquarie Graduate School of Management, Macquarie University, NSW, Australia)
James Guthrie (Macquarie Graduate School of Management, Macquarie University, NSW, Australia)
Peter Steane (Macquarie Graduate School of Management, Macquarie University, NSW, Australia)
Göran Roos (Intellectual Capital Services Limited, London, UK)
Stephen Pike (Intellectual Capital Services Limited, London, UK)

Journal of Intellectual Capital

ISSN: 1469-1930

Article publication date: 1 December 2003

9727

Abstract

Few authors have examined the intellectual capital of non‐profit organizations or discussed their strategic management in terms of intangibles. The Australian Red Cross Blood Service (ARCBS), a third sector organization, is the subject of this study. The purpose of the study is to better understand the value dimensions of the ARCBS from an external stakeholder perspective. Outcomes include the creation of a value hierarchy, inclusive of the views of 11 stakeholder groups. The results show overall agreement amongst stakeholders about the four most highly valued key performance areas (KPAs) of ARCBS (safe product, product sufficiency, donor and volunteer management and public confidence). However, there were many differences between different stakeholder groups in their perceptions of the relative importance of the nine KPAs and their constituent attributes. As a result of the study ARCBS has a basis to manage strategy, organizational performance and communication with stakeholders.

Keywords

Citation

Fletcher, A., Guthrie, J., Steane, P., Roos, G. and Pike, S. (2003), "Mapping stakeholder perceptions for a third sector organization", Journal of Intellectual Capital, Vol. 4 No. 4, pp. 505-527. https://doi.org/10.1108/14691930310504536

Publisher

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MCB UP Ltd

Copyright © 2003, MCB UP Limited

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