Understanding service firms brand value creation

A multilevel perspective including the overarching role of service brand marketing capability

Phyra Sok*, Aron O'Cass

*Corresponding author for this work

Research output: Contribution to journalArticle

16 Citations (Scopus)

Abstract

Purpose: This study seeks to extend the existing literature on value creation by specifically focusing on service brand value creation (SBVC) and the role of brand marketing. Design/methodology/approach: The authors first develop a model of SBVC and simultaneously investigate SBVC from the firm perspective (service brand value offering - SBVO) and from the customer perspective (service brand perceive value-in use - SBPVI). Subsequently, they investigate the effects of SBVO on SBPVI and integrate the moderation role of service brand marketing capability (SBMC) on the relationship between SBVO-SBPVI outcomes. SBVO is viewed as the firms' interpretation of and responsiveness to customer requirements via the delivery of superior performance the value offering through the service brand and SBPVI customers' perceived value from the firms' service brand. The contributions of SBVC to customer-based performance outcomes are then investigated. Hypotheses were tested using a sample of the senior managers of service firms in Cambodia and their customers. A survey was used to gather data via a drop-and-collect approach. Findings: Results indicated that SBVO is positively related to SBPVI and SBPVI is positively related to customer-based performance. Noticeably, the results revealed that SBMC enhances the positive relationship between the firm SBVO and the customers SBPVI. Originality/value: The paper extends the previous literature on value creation to capture SBVC. More significantly, the premise of the theoretical framework provides a breakthrough in the current SBVC literature which has so far neglected to take into account the dyadic approach (firm-customer) in understanding value creation and more specifically SBVC. The model is expanded by looking at the contingency role of SBMC in communicating value to customers.

Original languageEnglish
Pages (from-to)528-539
Number of pages12
JournalJournal of Services Marketing
Volume25
Issue number7
DOIs
Publication statusPublished - Oct 2011
Externally publishedYes

Keywords

  • Brand awareness
  • Customer services quality
  • Customer-based performance
  • Service brand marketing capability
  • Service brand value
  • Service brand value creation

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