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Recent research investigating customer‐oriented selling has indicated that greater attention needs to be focused on organizational or personal antecedents influencing customer‐oriented selling behaviors. Similar to most other departments, a selling department’s environment would include its goals, objectives, and culture, as well as the behaviors, beliefs, and attitudes of top and middle management. Through its corporate culture and environment, the organization’s expectations and requirements are transmitted to its employees, who then implement the organization’s policies and carry out organizational strategies. Therefore, it is apparent that both individual internal environment perceptions and managerial leadership styles could possibly have a significant impact on the level of customer‐oriented selling behavior exhibited by salespeople. Three organizational or personal variables likely related to customer‐oriented selling are examined in the present study. The variables include sales manager leadership style, psychological climate, and empowerment. Each of the variables, and an explanation of its expected relationship with customer‐oriented selling, is explored. Implications for managers from these potential relationships are also provided.

The purpose of this paper is to investigate: how dimensions of tone vary across different forms of corporate accountability narrative; the impact of tone on readability; and the determinants of tone, including consideration of its use in impression management.

Using a multi-year sample of listed companies, the authors measure dimensions of tone across multiple narrative types within the annual report and standalone corporate social responsibility report. Statistical analysis is used to investigate variations of tone across narrative type, each dimension’s influence on readability and the role of antecedent factors.

Analysis reveals that dimensions of tone vary significantly across narrative types (genres) suggesting that tonal patterns form part of the specific stylistic conventions of each genre. Tone is found to be a significant determinant of readability. Little evidence of obfuscation using tone was found, while disclosure type is the most salient determinant of tone.

The study illuminates latent or underlying disclosure norms that can facilitate the identification of “exceptional” cases that do not conform with expected tonal patterns of a particular narrative type and may warrant closer inspection by preparers, auditors or regulators. The issues raised regarding the clarity and balance of textual disclosures highlight the challenges in regulating corporate narratives.

This study highlights that tone is a more nuanced and layered concept than suggested by much of the prior literature. Further, tone ought to be considered in studies examining textual complexity.

This paper seeks to analyze the use of metaphor in the 1997‐2006 letters to shareholders (LTS) of Nortel Networks Corporation (Nortel). It aims to assess the prevalence of metaphor and changes in the use of metaphor as turnover in corporate leadership took place and as Nortel's financial fortunes changed.

Metaphors in the LTS are part of a corporation's voluntary disclosures, which in turn may be used for impression management purposes. The paper uses discourse analysis, in particular quantitative and qualitative content analysis, of the LTS to identify key metaphors and to evaluate changes in the prevalence of these metaphors across corporate leaders and during phases of growth and decline.

Several key metaphors are identified in Nortel's letters to shareholders, including science, journey, vision, construction and theatre. Evidence is also found that demonstrates changes in the prevalence of metaphors across various chief executive officers, and changes in the meaning of metaphors in periods of growth and decline.

The contribution of the paper is to highlight the use of metaphor in the voluntary disclosures (i.e. letters to shareholders) of a major North American corporation during a turbulent decade. The preferences of four very different CEOs are reflected in their choice of metaphor, supporting arguments that metaphor is used in voluntary disclosures as a means of impression management, particularly in relation to trends in corporate financial performance.

This paper seeks to extend knowledge on the impact of different marketing capabilities on various measures of organisational performance in the context of family‐run small to medium‐sized enterprises (SMEs).

Aspects regarding marketing capabilities in family‐owned SMEs and their impact on superior performance are identified and briefly discussed according to the existing literature. Then, quantitative research is presented followed by a discussion of the findings. The paper ends with the conclusion, managerial implications, limitations and lines for future research.

The results of the study show the relevance of marketing capabilities for product differentiation to gain stakeholders' satisfaction. Other marketing capabilities related to marketing planning and pricing have a positive impact on financial performance.

Different marketing capabilities have a different impact on various measures of performance. The nature of the marketing capabilities under consideration determines whether their main impact is on financial performance rather than on stakeholders' satisfaction.

Whereas the impact of national culture on consumer innovativeness is widely discussed in the innovation literature, studies are scarce on consumer value and the related consumer willingness to pay (WTP) for innovations. Yet, innovative high-tech companies compete by enhancing their products with new attributes, and assessing consumer WTP for these innovative attributes in different countries is crucial to adapting the launching price and optimizing profits during the critical launch stage. To fill this gap, the purpose of this paper is to examine the impact of national culture and globalization on consumer value and the related WTP for technological innovations.

Data were collected in two culturally distinct but economically similar countries (France and Germany), using large representative and comparable consumer samples (n=642). Choice-based conjoint analysis was used as the principal method of data analysis.

This study reveals the significant impact of national culture on consumer value and the related WTP for technological innovations and the moderating effect of household income on this relationship.

This study is the first to reveal and provide strong empirical evidence of the impact of national culture on WTP for innovations. In addition, this study is the first to reveal the moderating effect of income on this relationship and to highlight an emerging European innovation adoption behavior.

This paper investigates the effect of the global financial crisis (GFC) on the level of corporate social responsibility disclosures (CSRD) in the annual report and/or CSR report of 36 major listed Portuguese companies in each of the years 2005, 2008 and 2011.

The analysis is framed principally by stakeholder theory. Data were explored using thematic content analysis and an index of disclosure calculated by year, industry type (consumer proximity versus environment sensitivity) and category of information.

Before the GFC, Portuguese listed companies increased their CSRD practices significantly. During the crisis, there was a slight decrease in CSRD. However, this was not as pronounced, as it would otherwise have been because it was counteracted by increased disclosures of company interactions with society, particularly in matters of corruption prevention and community engagement. CSRD was higher for companies with high consumer proximity but did not appear to be influenced by companies’ level of environmental sensitivity.

The results reveal a strong concern by companies for stakeholder management (particularly in respect of community relations) in a period of financial crisis. This study highlights the effect of a company’s proximity to consumers on levels of CSRD.

The purpose of this paper is to introduce the concepts of key messages and key message integrity, and examines their viability for communication management scholars and practitioners in evaluating media relations activities. Key message integrity addresses not only what messages transfer, but also how well.

The authors analyzed 18 nonprofit organizations’ key messages and the messages’ integrity levels using content analysis on one month of their news coverage. In-depth interviews with eight of their media relations practitioners helped validate the concepts and the results.

The authors found five unique categories and functions of key messages: information concerned with dissemination, raison d’être concerned with purpose, categories concerned with positioning, resource management concerned with accounting for resources, and social relevance concerned with legitimacy. Findings also revealed varying levels of transmission and message integrity across the categories. Interviews revealed insights into challenges for communicating organizational key messages to the news media.

This study lays the foundation for additional research on key messages and key message integrity as useful metrics for communication management scholars and practitioners.

Reports on research concerning the role and nature of communication during the innovation process of new financial services. A causal framework has been developed on the antecedent role of communication in financial service innovation and its impact on success. Project team communication is conceptualized by: intra‐project communication (communication between project team members); and extra‐project communication (boundary‐spanning communication). Examines the effectiveness of these communication flows from an information processing perspective and assesses the amount of uncertainty reduced about customers, competitors, technologies and resources. Also assesses the impact of the reduction of uncertainty on new financial service performance. In view of the context, i.e. financial service innovations, we included the specific characteristics of services (intangibility, inseparability of production and consumption, heterogeneity and perishability) into our theory and research design. Finally, the theoretical and managerial implications are discussed.