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PurposeWhile Freeman's stakeholder management approach has attracted much attention from both scholars and practitioners, little empirical work has considered the interconnectedness of organisational perspectives and stakeholder perspectives. The purpose of this paper is to respond to this gap by developing and empirically testing a bi‐directional model of organisation/stakeholder relationships.Design/methodology/approachA conceptual framework is developed that integrates how stakeholders are affected by organisations with how they affect organisations. Quantitative data relating to both sides of the relationship are obtained from 700 customers of a European service organisation and analysed using partial least squares structural equation modelling technique.FindingsThe findings provide empirical support for the notion of mutual dependency between organisations and stakeholders as advocated by stakeholder theorists. The results suggest that the way stakeholders relate to organisations is dependent on how organisations relate to stakeholders.Originality/valueThe study is original on two fronts: first, it provides a framework and process that can be used by researchers to model bi‐directional research with other stakeholder groups and in different contexts. Second, the study presents an example application of bi‐directional research by empirically linking organisational and stakeholder expectations in the case of customers of a UK service organisation.

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Recognition of the importance of Large Scale Engineering (LSE) construction in the economics of Europe has resulted in the European Commission supporting the proposal for the eLSEwise project (Esprit 20876). eLSEwise is the European LSE Wide Integration Support Effort, which commenced in 1996 as part of the family of the ‘User Reference Group’ projects established by the European Commission to define the needs of the business users of ICT within several industrial areas. This paper describes the eLSEwise initiative and the approach adopted in identifying the LSE construction needs and the business processes that come together to allow an LSE project to evolve through the various phases of a project life cycle.