ABSTRACT
Chapter 12 turns the stakeholder gaze onto the organization to develop a deeper understanding of how building strong relationships with stakeholders is vital to weathering the storms that crises may bring. The chapter argues that stakeholder relationship management is a recursive process where the relationship, like all relationships, change over time. However, by understanding the building blocks of the stakeholder relationship – reputation, trustworthiness, value congruence, perceived knowledge, and identification – then organizations are better able to address stakeholder needs and concerns so that their relationships are strong both inside and outside of the crisis context.
