Journal of Business Ethics 32 (3):219 - 230 (2001)

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.
Keywords justice  satisfaction  stakeholder management
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Reprint years 2004
DOI 10.1023/A:1010714703936
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