Journal of Business Ethics

, Volume 32, Issue 3, pp 219–230 | Cite as

THE* Rules of Stakeholder Satisfaction (* Timeliness, Honesty, Empathy)

  • Kelly C. Strong
  • Richard C. Ringer
  • Steven A. Taylor


The results of an exploratory study examining the role of trust in stakeholder satisfaction are reported. Customers, stockholders, and employees of financial institutions were surveyed to identify management behaviors that lead to stakeholder satisfaction. The factors critical to satisfaction across stakeholder groups are the timeliness of communication, the honesty and completeness of the information and the empathy and equity of treatment by management.

justice satisfaction stakeholder management 


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Copyright information

© Kluwer Academic Publishers 2001

Authors and Affiliations

  • Kelly C. Strong
    • 1
  • Richard C. Ringer
    • 2
  • Steven A. Taylor
    • 3
  1. 1.School of Business and EconomicsMichigan Technological UniversityHoughtonU.S.A.
  2. 2.Department of Management and Quantitative MethodsIllinois State UniversityNormalU.S.A.
  3. 3.Department of MarketingIllinois State UniversityNormalU.S.A.

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