📚 IGCSE Business: Stakeholders Explained | IGCSE 商务：利益相关者 考点精讲
A business does not operate in isolation. Every decision it makes affects a range of individuals and groups, both inside and outside the organisation. These individuals and groups are known as stakeholders. Understanding who they are, what they want, and how their interests may conflict is a fundamental part of IGCSE Business Studies. This article will guide you through the key concepts, the roles and objectives of different stakeholder groups, and the ways businesses can manage conflicting interests effectively.
企业并非孤立运作。它做出的每一个决策都会影响到组织内外的一系列个人和群体。这些个人和群体被称为利益相关者。了解他们是谁、他们想要什么，以及他们的利益如何发生冲突，是 IGCSE 商务研究的基础内容。本文将带你梳理核心概念、不同利益相关者群体的角色和目标，以及企业如何有效管理相互冲突的利益。
1. What is a Stakeholder? | 什么是利益相关者？
A stakeholder is any individual, group, or organisation that has a direct or indirect interest in the activities and performance of a business. Stakeholders can be affected by the business’s decisions, and they can also influence the business. This is broader than simply shareholders, who own part of the company. Stakeholders include employees, customers, suppliers, the government, the local community, and even competitors.
利益相关者是指对企业的活动和绩效有直接或间接利益的任何个人、群体或组织。利益相关者可能受到企业决策的影响，同时他们也可以影响企业。这个概念比仅仅拥有公司股份的股东要广泛得多。利益相关者包括员工、顾客、供应商、政府、当地社区，甚至竞争对手。
A useful way to think about stakeholders is that they have a ‘stake’ in the business – something to gain or lose depending on how well the business performs, or how it carries out its operations. For example, an employee’s stake is their job and income; a customer’s stake is the quality and price of the product they buy.
理解利益相关者的一种有用方式是，他们在企业中拥有“利害关系”——根据企业的业绩或其运营方式，他们可能会有所得或有所失。例如，员工的利害关系是他们的工作和收入；顾客的利害关系是他们购买的产品的质量和价格。
2. Internal vs External Stakeholders | 内部与外部利益相关者
Stakeholders are commonly divided into two main groups: internal stakeholders and external stakeholders. Internal stakeholders are those who are part of the business organisation itself, while external stakeholders are those outside the business who are affected by its actions.
利益相关者通常分为两大类：内部利益相关者和外部利益相关者。内部利益相关者是那些属于企业组织本身的人，而外部利益相关者是那些企业外部、受到企业行为影响的人。
Internal stakeholders include owners (or shareholders in a limited company), managers, and employees. Owners have invested capital and want a return on their investment; managers want responsibility, power, and rewards for achieving targets; employees want job security, fair pay, and good working conditions.
内部利益相关者包括所有者（或有限公司的股东）、经理和员工。所有者投入了资本，希望获得投资回报；经理希望承担责任、拥有权力并因达成目标而获得奖励；员工希望工作有保障、获得公平薪酬和良好的工作条件。
External stakeholders include customers, suppliers, the government, the local community, pressure groups, and even banks or other lenders. Customers want reliable products at a reasonable price; suppliers want regular orders and prompt payment; the government wants businesses to comply with laws, pay taxes, and create jobs; the local community wants businesses to minimise pollution and support local employment.
外部利益相关者包括顾客、供应商、政府、当地社区、压力团体，甚至银行或其他贷款机构。顾客希望以合理的价格获得可靠的产品；供应商希望获得定期订单和及时付款；政府希望企业遵守法律、纳税并创造就业；当地社区希望企业尽量减少污染并支持当地就业。
3. Objectives of Key Stakeholder Groups | 主要利益相关者群体的目标
Each stakeholder group has its own set of objectives, which often differ from one another. Recognising these objectives is crucial for understanding potential conflicts.
每个利益相关者群体都有自己的一套目标，这些目标通常彼此不同。认识这些目标对于理解潜在的冲突至关重要。
| Stakeholder / 利益相关者 | Typical Objectives / 典型目标 |
|---|---|
| Owners / Shareholders (所有者/股东) | High profits, high dividends, growth in share value, business survival. |
| Managers (经理) | Job security, bonuses, status, power, achieving departmental targets. |
| Employees (员工) | Fair wages, safe working conditions, job security, training opportunities, satisfaction. |
| Customers (顾客) | High-quality products, low prices, good customer service, reliable after-sales support. |
| Suppliers (供应商) | Regular, large orders, prompt payment, a long-term relationship with the business. |
| Government (政府) | Tax revenue, compliance with legislation, job creation, economic growth, environmental protection. |
| Local Community (当地社区) | Employment opportunities, minimal noise and pollution, support for local causes, infrastructure development. |
| Banks / Lenders (银行/贷款方) | Repayment of loans with interest on time, low risk of default. |
The objectives listed above show that many groups want the business to be successful, but they measure that success differently. A profitable business can pay higher wages and dividends, but if profitability comes at the expense of cutting staff, the employees’ objective of job security is threatened.
上表所列的目标显示，许多群体都希望企业成功，但他们衡量成功的标准各不相同。一家盈利的企业可以支付更高的工资和股息，但如果盈利是以裁员为代价，那么员工的工作保障这一目标就会受到威胁。
4. The Dynamic Nature of Stakeholder Influence | 利益相关者影响的动态特性
Not all stakeholders have the same level of influence over a business. The power of a stakeholder group often depends on the situation. For example, a single customer usually has little influence, but a group of customers organising a boycott can significantly impact sales. Similarly, a key supplier of a rare resource can exert great pressure on a business.
并非所有利益相关者对企业的影响力都相同。利益相关者群体的力量通常取决于具体情况。例如，单个顾客通常影响力很小，但一群顾客组织抵制活动会显著影响销售。同样，稀缺资源的关键供应商可以对企业施加巨大压力。
The influence of stakeholders can also change over time. A business facing a major pollution scandal will suddenly find that the local community and environmental pressure groups gain immense influence, potentially forcing the company to change its practices. In a financial crisis, banks and lenders can become dominant stakeholders, dictating terms to the business.
利益相关者的影响力也会随时间变化。面临重大污染丑闻的企业会突然发现，当地社区和环保压力团体获得了巨大影响力，可能迫使公司改变其做法。在金融危机中，银行和贷款方可能成为主导利益相关者，向企业发号施令。
5. Stakeholder Conflict: Common Tensions | 利益相关者冲突：常见的紧张关系
Because different stakeholders have different objectives, conflict is almost inevitable. One of the most common conflicts is between shareholders, who want to maximise profits, and employees, who want higher wages and better conditions. Paying higher wages increases costs, which reduces profit in the short term, creating a direct clash.
由于不同的利益相关者有不同的目标，冲突几乎是不可避免的。最常见的冲突之一是股东和员工之间的冲突：股东希望实现利润最大化，而员工希望获得更高的工资和更好的工作条件。支付更高工资会增加成本，在短期内减少利润，从而产生直接冲突。
Another classic conflict occurs between a business and the local community. A factory may want to operate 24 hours a day to meet customer orders, but the local residents object to the noise and increased traffic. The customer’s desire for prompt delivery clashes with the community’s desire for peace and quiet. Similarly, suppliers want higher prices for their materials, but customers want lower prices for the final product, squeezing the business from both sides.
另一个经典冲突发生在企业和当地社区之间。工厂可能希望全天24小时运营以满足客户订单，但当地居民反对噪音和增加的交通流量。客户对及时交货的渴望与社区对宁静的渴望发生冲突。同样，供应商希望原材料卖得更高的价格，而顾客希望最终产品价格更低，从两边挤压企业。
6. Resolving Stakeholder Conflicts | 解决利益相关者冲突
Effective businesses do not ignore stakeholder conflicts. They try to find a compromise or a balance that satisfies the most critical stakeholders without seriously harming the business’s viability. Communication and engagement are key tools. Regular meetings with employee representatives, community consultation forums, and customer feedback surveys help businesses to understand concerns early and address them before they escalate.
有效的企业不会忽视利益相关者冲突。它们试图寻找妥协或平衡点，在满足最关键利益相关者的同时，不严重损害企业的生存能力。沟通和参与是关键工具。与员工代表定期开会、社区咨询论坛和顾客反馈调查，有助于企业及早了解各方关切，并在问题升级前加以解决。
Another approach is to set clear priorities. A business might decide that in the long term, satisfied employees lead to better customer service, which leads to higher profits. So, paying fair wages becomes a strategic decision, not just a cost. Some businesses adopt a ‘stakeholder approach’ in their corporate social responsibility (CSR) strategy, actively balancing the needs of all groups, not just shareholders.
另一种方法是设定明确的优先事项。企业可能会认为，从长远来看，满意的员工会带来更好的客户服务，从而带来更高的利润。因此，支付公平的工资就成了一项战略决策，而不仅仅是一项成本。一些企业在企业社会责任 (CSR) 战略中采取“利益相关者方法”，积极平衡所有群体的需求，而不仅仅是股东的需求。
7. The Role of Pressure Groups | 压力团体的作用
Pressure groups are a specific type of external stakeholder that deserve special attention. These are organisations formed by people with a common interest, who try to influence business and government decisions. Examples include Greenpeace (environmental protection), trade unions (workers’ rights), and consumer associations. They use tactics such as public protests, media campaigns, and lobbying to force businesses to change their behaviour.
压力团体是一种需要特别关注的特殊类型的外部利益相关者。这些是由具有共同利益的人组成的组织，他们试图影响企业和政府的决策。例子包括绿色和平组织（环境保护）、工会（工人权利）和消费者协会。他们使用诸如公众抗议、媒体宣传和游说等策略，迫使企业改变行为。
A well-known example is the pressure on fashion brands to ensure their supply chains are free from child labour and pay fair wages to workers in developing countries. If a brand is targeted by a successful campaign, its reputation can be severely damaged, leading to a loss of customers and profits. Therefore, even though pressure groups do not have formal authority, their influence can be very powerful indeed.
一个众所周知的例子是向时尚品牌施压，要求其确保供应链中不雇佣童工，并向发展中国家的工人支付公平的工资。如果一个品牌成为一场成功运动的目标，其声誉可能会严重受损，导致顾客和利润的流失。因此，即使压力团体没有正式的权力，他们的影响力也确实可能非常强大。
8. Social Responsibility and Business Ethics | 社会责任与商业道德
The concept of stakeholders is closely linked to social responsibility and business ethics. A socially responsible business considers the impact of its actions on all stakeholders, not just shareholders. This might involve paying above the minimum wage, using sustainable materials even if they cost more, or supporting local community projects. While these actions can increase costs in the short term, they can build a strong reputation and customer loyalty, which benefits the business in the long run.
利益相关者的概念与社会责任和商业道德密切相关。一个具有社会责任的企业会考虑其行为对所有利益相关者的影响，而不仅仅是股东。这可能包括支付高于最低工资的薪酬、使用成本更高的可持续材料，或支持当地社区项目。虽然这些行动在短期内会增加成本，但它们可以建立强大的声誉和客户忠诚度，从长远来看对企业有利。
There is a debate about whether a business’s only responsibility is to make a profit for its shareholders (the shareholder concept), or whether it has a wider duty to society (the stakeholder concept). IGCSE Business Studies expects you to understand both viewpoints and be able to discuss the advantages and disadvantages of each approach.
关于企业的唯一责任是为股东创造利润（股东概念），还是对社会有更广泛的义务（利益相关者概念），存在着一场争论。IGCSE 商务研究要求你理解这两种观点，并能够讨论每种方法的优缺点。
9. Exam Tips: How to Answer Stakeholder Questions | 考试技巧：如何回答利益相关者问题
In IGCSE Business Studies exams, stakeholder questions often appear in the context of a business decision. A common question structure is: ‘Considering the stakeholders involved, recommend whether the business should…’ To score high marks, you must identify at least two stakeholder groups, explain how they are affected (both positively and negatively), and show an awareness of conflicting interests.
在 IGCSE 商务研究考试中，利益相关者问题经常出现在企业决策的背景中。一个常见的问题结构是：“考虑到所涉及的利益相关者，建议企业是否应该……”。要获得高分，你必须至少识别两个利益相关者群体，解释他们受到何种影响（包括积极和消极影响），并表现出对利益冲突的认识。
Always use the specific context given in the case study. Do not just list generic stakeholder objectives; apply them to the particular business situation. For example, if a factory is considering expanding, identify the specific noise and traffic impact on the local community from the text. A justified recommendation that weighs up the effects on different stakeholders and chooses the most important one in that situation will reach the highest mark bands.
一定要使用案例研究中给出的具体情境。不要只是罗列通用的利益相关者目标；要将它们应用到特定的商业情境中。例如，如果一家工厂正在考虑扩建，要指出文本中提到的对当地社区的具体噪音和交通影响。一个经过论证的建议，权衡了对不同利益相关者的影响，并选择了该情况下最重要的一个，将会达到最高分的等级。
10. Summary and Key Takeaways | 总结与核心要点
Stakeholders are any parties with an interest in a business. They are divided into internal groups (owners, managers, employees) and external groups (customers, suppliers, government, community, etc.). Each group has its own objectives, and these frequently conflict, such as the conflict between profit-seeking owners and wage-seeking workers. The influence of stakeholders varies depending on the situation, and businesses must manage these relationships through communication, compromise, and ethical decision-making. Understanding stakeholders is not just about memorising definitions; it is about seeing the business as part of a wider society.
利益相关者是对企业有任何利害关系的各方。他们分为内部群体（所有者、经理、员工）和外部群体（顾客、供应商、政府、社区等）。每个群体都有自己的目标，而这些目标经常发生冲突，例如追求利润的所有者和追求工资的工人之间的冲突。利益相关者的影响力因情况而异，企业必须通过沟通、妥协和道德决策来管理这些关系。理解利益相关者不仅仅是记住定义，而是要把企业看作更广泛社会的一部分。
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