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Appears in Collections:Accounting and Finance Journal Articles
Peer Review Status: Refereed
Title: Balancing on a Tightrope: customer Relational Capital, Value Creation and Disclosure
Authors: Beattie, Vivien
Roslender, Robin
Smith, Sarah Jane
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Keywords: customer relational capital
intellectual capital
value creation
marketing directors
Issue Date: 2013
Publisher: Franco Angeli
Citation: Beattie V, Roslender R & Smith SJ (2013) Balancing on a Tightrope: customer Relational Capital, Value Creation and Disclosure, Financial Reporting, 2013 (3-4), pp. 19-52.
Abstract: This paper documents and compares the perceptions of key functional specialists regarding the contribution of 16 customer relational capital components to value creation and the motivations underlying its external disclosure. Findings of questionnaire surveys to samples of UK listed company marketing directors (who create customer relational capital) and finance directors (who report customer relational capital) are supplemented by follow-up interviews. Marketing directors and finance directors broadly agreed on the relevant importance of the components to value creation. While companies attempted to internally collate information on those components of most value creation importance, there was a lack of correlation between perceived value creation importance and the extent of external disclosure. This suggests that external disclosure is a poor proxy for value creation importance. In terms of disclosure incentives, marketing directors prioritise trust creation among a range of stakeholders whereas finance directors take a more shareholder-centric perspective. External disclosure attracts new customers and informs other stakeholders, yet may adversely affect relationships with existing customers and/or breach specific non-disclosure agreements or generic industry restrictions and regulations. Harming competitive position is considered the major disclosure disincentive. In the view of marketing directors, managing the external disclosure of relational capital is akin to balancing on a tightrope.
Type: Journal Article
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Rights: The publisher does not allow this work to be made publicly available in this Repository. Please use the Request a Copy feature at the foot of the Repository record to request a copy directly from the author. You can only request a copy if you wish to use this work for your own research or private study.
Affiliation: Lancaster University
University of Dundee
Accounting and Finance

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