From Customer to Stakeholder Management: Quality Managers perceptions of Sustainability and Social Responsibility concepts, motivations and impacts

Fonseca, Luís2014-10-072014-10-072013-06Fonseca, L., 2013, From Customer to Stakeholder Management, 57thEOQ_Congress Tallin9781627487030http://hdl.handle.net/10400.22/501857Th EOQ Congress, Quality Renaissance - Co-creating a Viable Future"The research proves that under certain conditions: The economic, environmental and social dimensions are key to organizational sustainable success; Stakeholder satisfaction is significantly higher when a Social Responsibility program is present and it is relevant for the organizational sustainable success and competitive position, as suggested by Freeman (1984) Stakeholder Theory and in line with ISO 9004:2009 and the Excellence Models approaches.porCustomerQuality ManagementStakeholderResultsFrom Customer to Stakeholder Management: Quality Managers perceptions of Sustainability and Social Responsibility concepts, motivations and impactsconference object10.13140/2.1.2558.4003