Mapping stakeholder perceptions for a third sector organization

Anne Fletcher, James Guthrie, Peter Steane, Göran Roos, Stephen Pike

Research output: Contribution to journalArticlepeer-review

108 Citations (Scopus)


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.

Original languageEnglish
Pages (from-to)505-527
Number of pages23
JournalJournal of Intellectual Capital
Issue number4
Publication statusPublished - 1 Dec 2003


  • intangible assets
  • intellectual capital
  • non-profit organizations
  • stakeholders

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