Brand equity in the professional service context: Analyzing the impact of employee role behavior and customer-employee rapport

Industrial Marketing Management

Volumn 40, Issue 7, 2011, Pages 1093-1102

  Biedenbach, Galina ^a   Bengtsson, Maria ^a   Wincent, Joakim ^b  

^a UMEÅ UNIVERSITY   (Sweden)

^b LULEÅ UNIVERSITY OF TECHNOLOGY   (Sweden)

Author keywords

Brand equity; Customer employee rapport; Professional services; Role ambiguity; Role overload

Indexed keywords

EID: 82555179154     PISSN: 00198501     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.indmarman.2011.09.007     Document Type: Article

References (92)

1. Aaker D.A. Managing brand equity: Capitalizing on the value of a brand name 1991, The Free Press, New York.
2. Aaker D.A. Measuring brand equity across products and markets. California Management Review 1996, 38(3):102-119.
3. Aaker J.L. Dimensions of brand personality. Journal of Marketing Research 1997, 34(2):347-356.
4. Adler P.S., Kwon S.-W. Social capital: Prospects for a new concept. Academy of Management Review 2002, 27(1):17-40.
5. Andersen P.H., Kumar R. Emotions, trust and relationship development in business relationships: A conceptual model for buyer-seller dyads. Industrial Marketing Management 2006, 35(4):522-535.
6. Anderson J.C., Narus J.A., Narayandas D. Business market management: Understanding, creating, and delivering value 2009, Pearson Prentice Hall, Harlow.
7. Armstrong J.S., Overton T.S. Estimating nonresponse bias in mail surveys. Journal of Marketing Research 1977, 14(3):396-402.
8. Atilgan E., Aksoy S., Akinci S. Determinants of the brand equity: A verification approach in the beverage industry in Turkey. Marketing Intelligence & Planning 2005, 23(3):237-248.
9. Baldauf A., Cravens K.S., Binder G. Performance consequences of brand equity management: Evidence from organizations in the value chain. Journal of Product & Brand Management 2003, 12(4):220-236.
10. Bechara A., Damasio H., Damasio A.R. Role of the amygdala in decision-making. Annals of the New York Academy of Sciences 2003, 985:356-369.
11. Beehr T.A., Walsh J.T., Taber T.D. Relationship of stress to individually and organizationally valued strategies: Higher order needs as a moderator. Journal of Applied Psychology 1976, 79(2):191-202.
12. Behrman D., Perreault W. A role stress model of the performance and satisfaction of salespersons. Journal of Marketing 1984, 48(4):9-21.
13. Bendixen M., Bukasa K.A., Abratt R. Brand equity in the business-to-business market. Industrial Marketing Management 2004, 33(5):371-380.
14. Biedenbach G., Marell A. The impact of customer experience on brand equity in a business-to-business services setting. Journal of Brand Management 2010, 17(6):446-458.
15. Bitner M.J. Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing 1990, 54(2):69-82.
16. Bubb P.L., van Reast D.J. Loyalty as a component of the industrial buying decision. Industrial Marketing Management 1973, 3(1):25-32.
17. Butterfield R., Edwards C., Woodall J. The new public management and managerial roles: The case of the police sergeant. British Journal of Management 2005, 16(4):329-341.
18. Collier J.E., Bienstock C.C. An analysis of how nonresponse error is assessed in academic marketing research. Marketing Theory 2007, 7(2):163-183.
19. Cornelissen J.P., Clarke J.S. Imagining and rationalizing opportunities: Inductive reasoning, and the creation and justification of new ventures. Academy of Management Review 2010, 35(4):539-557.
20. Dall'Olmo Riley F., de Chernatony L. The service brand as a relationships builder. British Journal of Management 2000, 11(2):137-150.
21. Davies G., Chun R., Kamins M.A. Reputation gaps and the performance of service organizations. Strategic Management Journal 2010, 31(5):530-546.
22. de Chernatony L. Brand management through narrowing the gap between brand identity and brand reputation. Journal of Marketing Management 1999, 15(1-3):157-179.
23. Dyer J.H., Singh H. The relational view: Cooperative strategy and sources of interorganizational competitive advantage. Academy of Management Review 1998, 23(4):660-679.
24. Fombrun C.J. Reputation: Realising value from the corporate image 1996, Harvard Business School Press, Boston, MA.
25. Fondas N., Stewart R. Enactment in managerial jobs: A role analysis. Journal of Management Studies 1994, 31(1):83-103.
26. Garbarino E.G., Johnson M.S. The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing 1999, 63(2):70-87.
27. Gordon G.L., Calantone R.J., di Benedetto A.C. Brand equity in the business-to-business sector: An exploratory study. Journal of Product & Brand Management 1993, 2(3):4-16.
28. Granovetter M.S. Economic action and social structure: The problem of embeddedness. American Journal of Sociology 1985, 91(3):481-510.
29. Gremler D.D., Gwinner K.P. Customer-employee rapport in service relationships. Journal of Service Research 2000, 3(1):82-104.
30. Grönroos C. Service management and marketing: A customer relationship management approach 2000, Wiley, Chichester.
31. Gwinner K.P., Gremler D.D., Bitner M.J. Relational benefits in services industries: The customer's perspective. Journal of the Academy of Marketing Science 1998, 26(2):101-114.
32. Hair J.F., Black W.C., Babin B.J., Anderson R.E., Tatham R.L. Multivariate data analysis 2006, Pearson Prentice Hall, Upper Saddle River.
33. Hales C.P. The manager's work in context: A pilot investigation of the relationship between managerial role demands and role performance. Personnel Review 1987, 16(5):26-33.
34. Hales C., Tamangani Z. An investigation of the relationship between organizational structure, managerial role expectations and manager's work activities. Journal of Management Studies 1996, 33(6):731-756.
35. Han S.L., Sung H.S. Industrial brand value and relationship performance in business markets: A general structural equation model. Industrial Marketing Management 2008, 37(7):807-818.
36. Hartline M.D., Ferrell O.C. The management of customer-contact service employees: An empirical investigation. Journal of Marketing 1996, 60(4):52-70.
37. Hatch M.J., Schultz M. Relations between organizational culture, identity and image. European Journal of Marketing 1997, 31(5/6):356-365.
38. Hennig-Thurau T., Groth M., Paul M., Gremler D.D. Are all smiles created equal? How emotional contagion and emotional labor affect service relationships. Journal of Marketing 2006, 70(3):58-73.
39. Hite J.M. Patterns of multidimensionality among embedded network ties: A typology of relational embeddedness in emerging entrepreneurial firms. Strategic Organization 2003, 1(1):9-49.
40. Hutton J.G. A study of brand equity in an organizational-buying context. Journal of Product & Brand Management 1997, 6(6):428-439.
41. Jayawardhena C., Souchon A.L., Farrell A.M., Glanville K. Outcomes of service encounter quality in a business-to-business context. Industrial Marketing Management 2007, 36(5):575-588.
42. Kahn R.L., Wolfe D., Quinn A., Snoek J.D., Rosenthal R. Organizational stress: Studies in role conflict and role ambiguity 1964, Wiley, New York.
43. Katz D., Kahn R.L. The social psychology of organisations 1978, Wiley, New York.
44. Keller K.L. Conceptualizing, measuring, managing customer-based brand equity. Journal of Marketing 1993, 57(1):1-22.
45. Keller K.L. Strategic brand management 2008, Prentice-Hall, Upper Saddle River, NJ.
46. Kim J.-H., Hyun Y.J. A model to investigate the influence of marketing-mix efforts and corporate image on brand equity in the IT software sector. Industrial Marketing Management 2011, 40(3):424-438.
47. Koçak A., Abimbola T., Özer A. Consumer brand equity in a cross-cultural replication: An evaluation of a scale. Journal of Marketing Management 2007, 23(1-2):157-173.
48. Kotler P., Pfoertsch W. Being known or being one of many: The need for brand management for business-to-business companies. Journal of Business & Industrial Marketing 2007, 22(6):357-362.
49. Latack J.C. Person/role conflict: Holland's model extended to role-stress research, stress management, and career development. Academy of Management Review 1981, 6(1):89-103.
50. Lee C., Schuler R.S. Goal specificity and difficulty and leader initiating structure as strategies for managing role stress. Journal of Management 1980, 6(2):177-187.
51. Leone R.P., Rao V.R., Keller K.L., Luo A.M., McAlister L., Srivastava R. Linking brand equity to customer equity. Journal of Service Research 2006, 9(2):125-138.
52. Li D., Ferreira M.P. Partner selection for international strategic alliances in emerging economies. Scandinavian Journal of Management 2008, 24(4):308-319.
53. Lloyd T. The nice company 1990, Bloomsbury, London.
54. Lounsbury M., Glynn M.A. Cultural entrepreneurship: Stories, legitimacy, and the acquisition of resources. Strategic Management Journal 2001, 22(6-7):545-564.
55. Mantere S. Roles expectations and middle manager strategic agency. Journal of Management Studies 2008, 45(2):294-316.
56. McQuiston D. Successful branding of a commodity product: The case of RAEX LASER steel. Industrial Marketing Management 2004, 33(4):345-354.
57. Merton R.K. Social theory and social structure 1957, Free Press, Glencoe.
58. Michell P., King J., Reast J. Brand values related to industrial products. Industrial Marketing Management 2001, 30(5):415-425.
59. Morgan R., Hunt S.D. The commitment-trust theory of relationship marketing. Journal of Marketing 1994, 58(3):20-38.
60. Morris J.H., Steers R.M., Koch S.L. The influence of organization structure on role conflict and ambiguity for three occupational groupings. Academy of Management Journal 1979, 22(1):58-71.
61. Mudambi S. Branding importance in business-to-business markets: Three buyer clusters. Industrial Marketing Management 2002, 31(6):525-533.
62. Mudambi S.M., Doyle P., Wong V. An exploration of branding in industrial markets. Industrial Marketing Management 1997, 26(5):433-446.
63. M'zungu S.D.M., Merrilees B., Miller D. Brand management to protect brand equity: A conceptual model. Journal of Brand Management 2010, 17(8):605-617.
64. Netemeyer R.G., Krishnan B., Pullig C., Wang G., Yagci M., Dean D., et al. Developing and validating measures of facets of customer-based brand equity. Journal of Business Research 2004, 57(2):209-224.
65. Örtqvist D., Wincent J. Prominent consequences of role stress: a meta-analytic review. International Journal of Stress Management 2006, 13(4):399-422.
66. Pappu R., Quester P.G., Cooksey R.W. Consumer-based brand equity: Improving the measurement - empirical evidence. Journal of Product & Brand Management 2005, 14(3):143-154.
67. Park C.W., MacInnis D.J., Priester J., Eisingerich A.B., Iacobucci D. Brand attachment and brand attitude strength: Conceptual and empirical differentiation of two critical brand equity drivers. Journal of Marketing 2010, 74(6):1-17.
68. Podsakoff P.M., MacKenzie S.B., Lee J.-Y., Podsakoff N.P. Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology 2003, 88(5):879-903.
69. Qualls W.J., Rosa J. Assessing industrial buyers' perceptions of quality and their effects on satisfaction. Industrial Marketing Management 1995, 24(5):359-368.
70. Rahim A. Stress, strain, and their moderators: An empirical comparison of entrepreneurs and managers. Journal of Small Business Management 1996, 34(1):46-58.
71. Rauyruen P., Miller K.E. Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research 2007, 60(1):21-31.
72. Rizzo J., House R., Lirtzman S. Role conflict and ambiguity in complex organizations. Administrative Science Quarterly 1970, 15(2):150-163.
73. Roberts J., Merrilees B. Multiple roles of brands in business-to-business services. Journal of Business & Industrial Marketing 2007, 22(6):410-417.
74. Roper S., Davies G. Business to business branding: External and internal satisfiers and the role of training quality. European Journal of Marketing 2010, 44(5):567-590.
75. Russell J.A. Core affect and the psychological construction of emotion. Psychological Review 2003, 110(1):145-172.
76. Schaubroeck J., Cotton J.L., Jennings K.R. Antecedents and consequences of role stress: A covariance structure analysis. Journal of Organizational Behavior 1989, 10(1):35-58.
77. Shaw J., Giglierano J., Kallis J. Marketing complex technical products: The importance of intangible attributes. Industrial Marketing Management 1989, 18(1):45-53.
78. Shipley D., Howard P. Brand naming industrial products. Industrial Marketing Management 1993, 22(1):59-66.
79. Singh J. Boundary role ambiguity: Facets, determinants, and impacts. Journal of Marketing 1993, 57(2):11-31.
80. Singh J. Striking a balance in boundary-spanning positions: An investigation of some unconventional influences of role stressors and job characteristics on job outcomes of salespeople. Journal of Marketing 1998, 62(3):69-86.
81. Spiro R.L., Weitz B.A. Adaptive selling: Conceptualization, measurement, and nomological validity. Journal of Marketing Research 1990, 27(1):61-69.
82. Taylor S.A., Hunter G.L., Lindberg D.L. Understanding (customer-based) brand equity in financial services. Journal of Services Marketing 2007, 21(4):241-252.
83. Tubrel T.C., Collins J.M. Jackson and Schuler (1985) revisited: A meta-analysis of the relationships between role ambiguity, role conflict, and job performance. Journal of Management 2000, 26(1):155-169.
84. Ulaga W., Chacour S. Measuring customer-perceived value in business markets. Industrial Marketing Management 2001, 30:525-540.
85. van Riel A.C.R., de Mortanges C.P., Streukens S. Marketing antecedents of industrial brand equity: An empirical investigation in specialty chemicals. Industrial Marketing Management 2005, 34(8):841-847.
86. Veloutsou C.A., Panigyrakis G.G. Consumer brand managers' job stress, job satisfaction, perceived performance and intention to leave. Journal of Marketing Management 2004, 20(1):105-131.
87. Villarejo-Ramos A.F., Sanchez-Franco M.J. The impact of marketing communication and price promotion on brand equity. Journal of Brand Management 2005, 12(6):431-444.
88. Washburn J.H., Plank R.E. Measuring brand equity: An evaluation of a consumer-based brand equity scale. Journal of Marketing Theory & Practice 2002, 10(1):46-61.
89. Webster F.E., Keller K.L. A roadmap for branding in industrial markets. Journal of Brand Management 2004, 11(5):388-402.
90. Wincent J., Örtqvist D., Drnovsek M. The entrepreneur's role stressors and proclivity for a venture withdrawal. Scandinavian Journal of Management 2008, 24(3):232-246.
91. Yaconi L.L. Cross-cultural role expectations in nine European country-units of a multinational enterprise. Journal of Management Studies 2001, 38(8):1187-1215.
92. Yoo B., Donthu N. Developing and validating a multidimensional consumer-based brand equity scale. Journal of Business Research 2001, 52(1):1-14.