Examining the effects of service brand communications on brand evaluation

Journal of Product and Brand Management

Volumn 14, Issue 2, 2005, Pages 106-116

  Grace, Debra ^a   O'Cass, Aron ^b  

^a GRIFFITH UNIVERSITY   (Australia)

^b UNIVERSITY OF NEWCASTLE   (Australia)

Author keywords

Advertising; Brand management; Brand names; Consumer behaviour; Customer satisfaction

Indexed keywords

EID: 18144410244     PISSN: 10610421     EISSN: None     Source Type: Journal    
DOI: 10.1108/10610420510592581     Document Type: Article

References (51)

1. Ahluwalia, R., Burnkrant, R.E. and Unnave, H.R. (2000), "Consumer response to negative publicity: The moderating role of commitment", Journal of Marketing Research, Vol. XXXVII, May, pp. 203-14.
2. Anderson, J.C. and Gerbing, D.W. (1988), "Structural equation modelling in practice: A review and recommended two-step approach", Psychological Bulletin, Vol. 103 No. 3, pp. 411-23.
3. Arora, R. and Stoner, C. (1996), "The effect of perceived service quality and name familiarity on the service selection decision", Journal of Services Marketing, Vol. 10 No. 1, pp. 22-34.
4. Bansal, H. and Voyer, P. (2000), "Word-of-mouth processes within a services purchase decision context", Journal of Service Research, Vol. 3 No. 2, pp. 166-77.
5. Bone, P.F. (1995), "Word-of-mouth effects on short-term and long-term product judgments", Journal of Business Research, Vol. 32 No. 2, pp. 63-76.
6. Caruana, A., Money, A. and Berthon, P. (2000), "Service quality and satisfaction - the moderating role of value", European Journal of Marketing, Vol. 34 No. 11/12, pp. 1338-52.
7. Chan, A.K.K. and Huang, Y.Y. (1997), "Brand naming in China: A linguistic approach", Marketing Intelligence & Planning, Vol. 15 No. 5, pp. 227-34.
8. Churchill, G. and Peter, J. (1985), "Research design effects on the reliability of rating scales: Meta-analysis", Journal of Marketing, Vol. 19 No. 4, pp. 491-504.
9. Cobb-Walgren, C., Ruble, C. and Donthu, N. (1995), "Brand equity, brand preference, and purchase intent", Journal of Advertising, Vol. XXIV No. 3, pp. 25-40.
10. Degeratu, A.M., Rangaswamy, A. and Wu, J. (2000), "Consumer choice behaviour in online and traditional supermarkets: The effects of brand name, price and other search attributes", International Journal of Research in Marketing, Vol. 17, pp. 55-78.
11. Ennew, C., Banerjee, A.K. and Li, D. (2000), "Managing word of mouth communication: Empirical evidence from India", International Journal of Bank Marketing, Vol. 18 No. 2, pp. 75-83.
12. George, W.R. and Berry, L.L. (1981), "Guidelines for the advertising of services", Business Horizons, Vol. 24 No. 4, pp. 52-6.
13. Grace, D. and O'Cass, A. (2001), "Attributions of service switching: a study of consumers' and providers' perceptions of child-care service delivery", Journal of Services Marketing, Vol. 15 No. 4, pp. 300-21.
14. Grove, S.J., Pickett, G.M. and Stafford, M.R. (1997), "Addressing the advertising of services: A call to action", Journal of Advertising, Vol. 26 No. 4, pp. 1-6.
15. Hair, J.F. Jr, Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), Multivariate Data Analysis, 5th ed., Prentice-Hall, Upper Saddle River, NJ.
16. Hauss, D. (1993), "Measuring the impact of public relations", The Public Relations Journal, Vol. 49 No. 2, pp. 14-20.
17. Hoek, J., Dunnett, J., Wright, M. and Gendall, P. (2000), "Descriptive and evaluative attributes: What relevance to marketers?", Journal of Product & Brand Management, Vol. 9 No. 6, pp. 415-35.
18. Holbrook, M.B. and Batra, R. (1987), "Assessing the role of emotions as mediators of consumer responses to advertising", Journal of Consumer Research, Vol. 14, December, pp. 404-20.
19. Holden, S.J.S. and Vanhuele, M. (1999), "Know the name, forget the exposure: Brand familiarity versus memory of exposure context", Psychology & Marketing, Vol. 16 No. 6, pp. 479-96.
20. Howell, D.C. (1992), Statistical Methods for Psychology, 3rd ed., Duxbury Press, Belmont, CA.
21. Janiszewski, C. and van Osselaer, S.M.J. (2000), "A connectionist model of brand-quality associations", Journal of Marketing Research, Vol. XXXVII, August, pp. 331-50.
22. Jones, M.A., Mothersbaugh, D.L. and Beatty, S.E. (2000), "Switching barriers and repurchase intentions in services", Journal of Retailing, Vol. 76 No. 2, pp. 259-74.
23. Kempf, D.S. and Smith, R.E. (1998), "Consumer processing of product trial and the influence of prior advertising: A structural modeling approach", Journal of Marketing Research, Vol. XXXV, August, pp. 325-38.
24. Low, G.S. and Lamb, C.W. Jr (2000), "The measurement and dimensionality of brand associations", Journal of Product & Brand Management, Vol. 9 No. 6, pp. 350-68.
25. Mangold, W.G., Miller, F. and Brockway, G.R. (1999), " Word-of-mouth communication in the service marketplace", Journal of Services Marketing, Vol. 13 No. 1, pp. 73-89.
26. Maronick, T.J. (1995), "An empirical investigation of consumer perceptions of 'made in USA' claims", International Marketing Review, Vol. 12 No. 3, pp. 15-30.
27. Miller, S. and Berry, L. (1998), "Brand salience versus brand image: two theories of advertising effectiveness", Journal of Advertising Research, Vol. 38 No. 5, pp. 77-82.
28. Murray, K.B. (1991), "A test of services marketing theory: consumer information acquisition activities", Journal of Marketing, Vol. 55 No. 1, pp. 211-36.
29. O'Cass, A. (2002), "Political advertising believability and information source value during elections", Journal of Advertising, Vol. XXXI No. 1, pp. 63-74.
30. OL'eary-Kelly, S.W. and Vokurka, R. (1998), "Tthe empirical assessment of construct validity", Journal of Operations Management, Vol. 16, pp. 387-405.
31. Oliver, R.L. (1980), "A cognitive model of the antecedents and consequences of satisfaction decisions", Journal of Marketing Research, Vol. 17 No. 4, pp. 460-9.
32. Oliver, R.L. and Swan, J.E. (1989), "Consumer perceptions of interpersonal equity and satisfaction", Journal of Marketing, Vol. 53 No. 4, pp. 21-35.
33. Pecotich, A., Pressley, M. and Roth, D. (1996), "The impact of country of origin in the retail service context", Journal of Retailing and Consumer Services, Vol. 3 No. 4, pp. 213-24.
34. Ross, J.K. III, Patertson, L.T. and Stutts, M.A. (1992), "Consumer perceptions of organizations that use cause-related marketing", Academy of Marketing Science, Vol. 20 No. 1, pp. 93-7.
35. Ryan, C. and Garland, R. (1999), "The use of a specific non-response option in Likert-type scales", Tourism Management, Vol. 20, pp. 107-13.
36. Shi, X. and Wright, P. (2001), "Developing and validating an international business negotiator's profile", Journal of Managerial Psychology, Vol. 16 No. 6, pp. 364-89.
37. Spreng, R.A., Harrell, G.D. and Mackoy, R. (1995), "Service recovery: Impact on satisfaction and intentions", Journal of Services Marketing, Vol. 9 No. 1, pp. 15-23.
38. Spreng, R.A., MacKenzie, S.B. and Olshavsky, R.W. (1996), "A reexamination of the determinants of consumer satisfaction", Journal of Marketing, Vol. 9 No. 1, pp. 15-23.
39. Stafford, M.R. and Day, E. (1995), "Retail services advertising: The effects of appeal, medium, and service", Journal of Advertising, Vol. 26 No. 1, pp. 57-71.
40. Stern, B.B. (1997), "Advertising intimacy: Relationship marketing and the services consumer", Journal of Advertising, Vol. 26 No. 4, pp. 7-19.
41. Stern, W. (1983), "A good name could mean a brand of fame", Advertising Age, Vol. 17, January, pp. M53-4.
42. Sureshchandar, G.S., Rajendranand, C. and Anantharaman, R.N. (2001), "A holistic model for total quality service", International Journal of Service Industry Management, Vol. 12 No. 4, pp. 378-412.
43. Swanson, S.R. and Kelley, S.W. (2001), "Service recovery attributions and word-of-mouth intentions", European Journal of Marketing, Vol. 35 No. 1/2, pp. 194-211.
44. Tabachnick, B.R. and Fidell, L.S. (1996), Using Multivariate Statistics, 3rd ed., HarperCollins College Publishers, New York, NY.
45. Terrill, C. (1992), "The ten commandments of new service development", Management Review, Vol. 26, September, pp. 24-7.
46. Turley, L.W. and Kelley, S.W. (1997), "A comparison of advertising content: Business-to-business versus consumer services", Journal of Advertising, Vol. 26 No. 4, pp. 39-48.
47. Turley, L.W. and Moore, P.A. (1995), "Brand name strategies in the service sector", Journal of Consumer Marketing, Vol. 12 No. 4, pp. 42-50.
48. Yoo, B. and Donthu, N. (2001), "Developing and validating a multidimensional consumer-based brand equity scale", Journal of Business Research, Vol. 52 No. 1, pp. 1-14.
49. Zinkhan, G.M. and Martin, C.R. Jr (1987), "Brand names and inferential beliefs: Some insights on naming new products", Journal of Business Research, Vol. 15 No. 2, pp. 157-72.
50. Zinkhan, G.M. and Prenshaw, P.J. (1994), "Good life images and brand name associations: Evidence from Asia, America, and Europe", Advances in Consumer Research, Vol. 21, pp. 496-500.
51. van Osselaer, S.M.J. and Alba, J.W. (2000), "Consumer learning and brand equity", Journal of Consumer Research, Vol. 27, June, pp. 1-16.