The Impact of Stakeholder-Oriented Organisational Management Model on Organisational Performance: A Case Study of Chinese Retail Enterprises
Year: 2025
Type: article
Study design: Observational Study
Abstract: This study investigates the impact of a stakeholder-oriented management model on organisational performance using DL Donglai Quality, a well-known retail company in China.Based on stakeholder theory and the service profit chain model, this study analyses the role of high employee care strategy and customer focus strategy in improving organisational performance.The study explored the mediating effect of employee care and customer-oriented strategy as independent variables, organisational performance as a dependent variable, and employee satisfaction and customer loyalty as mediating variables.An online structured questionnaire survey was conducted with 490 randomly selected employees and 533 customers.The data were analysed using descriptive statistics, correlation analysis, regression analysis, and structural equation modeling (SEM), supported by company reports and academic literature.The results show that high employee care and customer-centered strategy significantly improve employee satisfaction, customer loyalty, and organisational performance (p< 0.0001), and employee satisfaction and customer loyalty play a significant mediating role in this process.This research verifies the applicability of stakeholder theory and the service profit chain model in the retail industry, contributing to the advancement of related theoretical frameworks.It offers valuable empirical evidence for the global retail sector and provides practical support for enterprises seeking to adopt stakeholder management approaches, ultimately aiding in their pursuit of sustainable development.
Institution: Nilai University
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7128548951