From Customer Retention to a Holistic Stakeholder Management System

Living a Vision

  • Margit Huber
  • Susanne O’Gorman

Table of contents

  1. Front Matter
    Pages I-XVII
  2. Jens Krause, Tim Zütphen
    Pages 147-161
  3. Apostolos Apergis
    Pages 163-174
  4. Daniel Lindgren, John Budd
    Pages 179-195
  5. Back Matter
    Pages 197-203

About this book


Being the fourth in the series on Stakeholder Management books, the current volume looks back at the beginnings of Stakeholder Management and how it has since developed into a fully-fledged system over the last 20 years. It also highlights the importance of a benchmarking database generated from several thousand case studies for comparing businesses.

Furthermore, international case studies look at the application of Stakeholder Management in a wide array of industries such as the automotive, public and hospitality sector as well as the consumer market. The reader benefits from a well-rounded account of articles that explain the entire process from data collection to implementation of actions derived from result analysis.


Corporate Reputation Customer Retention Customer Satisfaction Employee Commitment Process Management Retention Stakeholder Management assessment business development management

Authors and affiliations

  • Margit Huber
    • 1
  • Susanne O’Gorman
    • 1
  1. 1.TNS Infratest GmbHMünchenGermany

Bibliographic information

  • DOI
  • Copyright Information Springer-Verlag Berlin Heidelberg 2008
  • Publisher Name Springer, Berlin, Heidelberg
  • eBook Packages Business and Economics
  • Print ISBN 978-3-540-77429-7
  • Online ISBN 978-3-540-77430-3
  • Buy this book on publisher's site