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Investigating the service brand: A customer value perspective

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Cited by:

  1. Bolton, Ruth N. & Gustafsson, Anders & Tarasi, Crina O. & Witell, Lars, 2022. "Managing a Global Retail Brand in Different Markets: Meta-Analyses of Customer Responses to Service Encounters," Journal of Retailing, Elsevier, vol. 98(2), pages 294-314.
  2. Krystallis, Athanasios & Chrysochou, Polymeros, 2014. "The effects of service brand dimensions on brand loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 139-147.
  3. Annika Veh & Markus Göbel & Rick Vogel, 2019. "Corporate reputation in management research: a review of the literature and assessment of the concept," Business Research, Springer;German Academic Association for Business Research, vol. 12(2), pages 315-353, December.
  4. Aileen H. Chen & Ryan Y. Wu, 2022. "Mediating Effect of Brand Image and Satisfaction on Loyalty through Experiential Marketing: A Case Study of a Sugar Heritage Destination," Sustainability, MDPI, vol. 14(12), pages 1-22, June.
  5. Silva, Graça Miranda & Gonçalves, Helena Martins, 2016. "Causal recipes for customer loyalty to travel agencies: Differences between online and offline customers," Journal of Business Research, Elsevier, vol. 69(11), pages 5512-5518.
  6. Baştuğ, Sedat & Şakar, Gül Denktaş & Gülmez, Seçil, 2020. "An application of brand personality dimensions to container ports: A place branding perspective," Journal of Transport Geography, Elsevier, vol. 82(C).
  7. Rajesh Sharma & Joy Patra, 2021. "Building Store Equity: Role of Store Image, Consumer Satisfaction, and Store Loyalty in the Indian Retail Market," Jindal Journal of Business Research, , vol. 10(1), pages 128-140, June.
  8. Ramaswamy, Venkat & Ozcan, Kerimcan, 2016. "Brand value co-creation in a digitalized world: An integrative framework and research implications," International Journal of Research in Marketing, Elsevier, vol. 33(1), pages 93-106.
  9. Kojo Kakra Twum & Andrews Agya Yalley & Gloria Kakrabah-Quarshie Agyapong & Daniel Ofori, 2021. "The influence of Public University library service quality and library Brand image on user loyalty," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 18(2), pages 207-227, June.
  10. Terence J. V. Saldanha & Abhishek Kathuria & Jiban Khuntia & Benn R. Konsynski, 2022. "Ghosts in the Machine: How Marketing and Human Capital Investments Enhance Customer Growth When Innovative Services Leverage Self-Service Technologies," Information Systems Research, INFORMS, vol. 33(1), pages 76-109, March.
  11. Sooyoung Choi & Young-joo Ahn & Insin Kim, 2020. "The Roles of Perceived Innovativeness in Creating Visitors’ Citizenship Behaviors at an International Game Exhibition," Sustainability, MDPI, vol. 12(12), pages 1-18, June.
  12. Jalal Hanaysha, 2016. "Testing the Effect of Service Quality on Brand Equity of Automotive Industry: Empirical Insights from Malaysia," Global Business Review, International Management Institute, vol. 17(5), pages 1060-1072, October.
  13. Jara, Magali & Cliquet, Gérard, 2012. "Retail brand equity: Conceptualization and measurement," Journal of Retailing and Consumer Services, Elsevier, vol. 19(1), pages 140-149.
  14. Mauricy A. Motta-Filho, 2021. "Brand experience manual: bridging the gap between brand strategy and customer experience," Review of Managerial Science, Springer, vol. 15(5), pages 1173-1204, July.
  15. Chanchai Phonthanukitithaworn & Phaninee Naruetharadhol & Nathatenee Gebsombut & Raoyrin Chanavirut & Wanwipada Onsa-ard & Pawanrut Joomwanta & Zou Chanyuan & Chavis Ketkaew, 2020. "An Investigation of the Relationship Among Medical Center’s Image, Service Quality, and Patient Loyalty," SAGE Open, , vol. 10(4), pages 21582440209, December.
  16. Dirsehan, Taşkın & Kurtuluş, Sema, 2018. "Measuring brand image using a cognitive approach: Representing brands as a network in the Turkish airline industry," Journal of Air Transport Management, Elsevier, vol. 67(C), pages 85-93.
  17. Roy, Sanjit K. & Sharma, Apurv & Bose, Sunny & Singh, Gaganpreet, 2022. "Consumer - brand relationship: A brand hate perspective," Journal of Business Research, Elsevier, vol. 144(C), pages 1293-1304.
  18. Laith Salman Alrubaiee & Sami Aladwan & Mahmoud Hussein Abu Joma & Wael Mohamed Idris & Saja Khater, 2017. "Relationship between Corporate Social Responsibility and Marketing Performance: The Mediating Effect of Customer Value and Corporate Image," International Business Research, Canadian Center of Science and Education, vol. 10(2), pages 104-123, February.
  19. Wolter, Jeremy S. & Brach, Simon & Cronin, J. Joseph & Bonn, Mark, 2016. "Symbolic drivers of consumer–brand identification and disidentification," Journal of Business Research, Elsevier, vol. 69(2), pages 785-793.
  20. Ahmad Azmi M. Ariffin & Ehsaneh N.M. Nameghi & Amin Khakizadeh, 2013. "The Relationship between Airlines’ Corporate Image and the Expectation toward Inflight Hospitality Services," Academic Journal of Interdisciplinary Studies, Richtmann Publishing Ltd, vol. 2, October.
  21. Pan, Yue & Sheng, Simon & Xie, Frank T., 2012. "Antecedents of customer loyalty: An empirical synthesis and reexamination," Journal of Retailing and Consumer Services, Elsevier, vol. 19(1), pages 150-158.
  22. Fink, Matthias & Koller, Monika & Gartner, Johannes & Floh, Arne & Harms, Rainer, 2020. "Effective entrepreneurial marketing on Facebook – A longitudinal study," Journal of Business Research, Elsevier, vol. 113(C), pages 149-157.
  23. Imran Khan & Zillur Rahman, 2017. "Brand Experience and Emotional Attachment in Services: The Moderating Role of Gender," Service Science, INFORMS, vol. 9(1), pages 50-61, March.
  24. Ching-Yi Daphne Tsai & Shih-Hao Wu & Stephen Chi-Tsun Huang, 2017. "From mandatory to voluntary: consumer cooperation and citizenship behaviour," The Service Industries Journal, Taylor & Francis Journals, vol. 37(7-8), pages 521-543, June.
  25. Shahid Rasool & Asif Ayub Kiyani & Fadilah Binti Siali & Hiram Ting & Mahani Mohammad Abdu Shakur, 2017. "Consumer Innovativeness in Consumer - Company Relationship and Mediating Role of Consumer Value: An Empirical Study of Cell Phone Users in Pakistan," International Review of Management and Marketing, Econjournals, vol. 7(1), pages 379-388.
  26. Andrea Moretta Tartaglione & Ylenia Cavacece & Giuseppe Russo & Giuseppe Granata, 2019. "A Systematic Mapping Study on Customer Loyalty and Brand Management," Administrative Sciences, MDPI, vol. 9(1), pages 1-21, January.
  27. Sarker, Moniruzzaman & Mohd-Any, Amrul Asraf & Kamarulzaman, Yusniza, 2021. "Validating a consumer-based service brand equity (CBSBE) model in the airline industry," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
  28. Tsuen-Ho Hsu & Li-Chu Hung & Jia-Wei Tang, 2012. "An analytical model for building brand equity in hospitality firms," Annals of Operations Research, Springer, vol. 195(1), pages 355-378, May.
  29. Santos-Vijande, María Leticia & del Río-Lanza, Ana Belén & Suárez-Álvarez, Leticia & Díaz-Martín, Ana María, 2013. "The brand management system and service firm competitiveness," Journal of Business Research, Elsevier, vol. 66(2), pages 148-157.
  30. Ezgi Erkmen, 2018. "Managing Your Brand for Employees: Understanding the Role of Organizational Processes in Cultivating Employee Brand Equity," Administrative Sciences, MDPI, vol. 8(3), pages 1-15, September.
  31. Chen, Lu & Li, Yong-Quan & Liu, Chih-Hsing, 2019. "How airline service quality determines the quantity of repurchase intention - Mediate and moderate effects of brand quality and perceived value," Journal of Air Transport Management, Elsevier, vol. 75(C), pages 185-197.
  32. Nabil Ghantous, 2015. "Re-examining encounter intensity's conceptualisation, measurement and role," The Service Industries Journal, Taylor & Francis Journals, vol. 35(5), pages 237-254, March.
  33. Anja Plumeyer & Pascal Kottemann & Daniel Böger & Reinhold Decker, 2019. "Measuring brand image: a systematic review, practical guidance, and future research directions," Review of Managerial Science, Springer, vol. 13(2), pages 227-265, April.
  34. Williams, Janine & Gazley, Aaron & Ashill, Nicholas, 2021. "Children's Perceived Value: Conceptualization, Scale Development, and Validation," Journal of Retailing, Elsevier, vol. 97(2), pages 301-315.
  35. Grissemann, Ursula S. & Stokburger-Sauer, Nicola E., 2012. "Customer co-creation of travel services: The role of company support and customer satisfaction with the co-creation performance," Tourism Management, Elsevier, vol. 33(6), pages 1483-1492.
  36. Gyrd-Jones, Richard I. & Kornum, Niels, 2013. "Managing the co-created brand: Value and cultural complementarity in online and offline multi‐stakeholder ecosystems," Journal of Business Research, Elsevier, vol. 66(9), pages 1484-1493.
  37. Chen, Shu-Ching, 2015. "Customer value and customer loyalty: Is competition a missing link?," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 107-116.
  38. Ding, Ji-Feng & Shyu, Wen-Hwa & Yeh, Chun-Tsen & Ting, Pi-Hui & Ting, Chung-Te & Lin, Chien-Pang & Chou, Chien-Chang & Wu, Su-Sin, 2016. "Assessing customer value for express service providers: An empirical study from shippers’ perspective in Taiwan," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 203-212.
  39. Baumeister, Stefan & Nyrhinen, Jussi & Kemppainen, Tiina & Wilska, Terhi-Anna, 2022. "Does airlines’ eco-friendliness matter? Customer satisfaction towards an environmentally responsible airline," Transport Policy, Elsevier, vol. 128(C), pages 89-97.
  40. Andrews, Melinda L. & Benedicktus, Ray L. & Brady, Michael K., 2010. "The effect of incentives on customer evaluations of service bundles," Journal of Business Research, Elsevier, vol. 63(1), pages 71-76, January.
  41. Bernhard Swoboda & Cathrin Puchert & Dirk Morschett, 2016. "Explaining the differing effects of corporate reputation across nations: a multilevel analysis," Journal of the Academy of Marketing Science, Springer, vol. 44(4), pages 454-473, July.
  42. Kamboj, Shampy & Sarmah, Bijoylaxmi & Gupta, Shivam & Dwivedi, Yogesh, 2018. "Examining branding co-creation in brand communities on social media: Applying the paradigm of Stimulus-Organism-Response," International Journal of Information Management, Elsevier, vol. 39(C), pages 169-185.
  43. Jose Ribamar Siqueira & Michael Bendixen & Felipe Reinoso-Carvalho & Raffaele Campo, 2023. "Key drivers of brand trust in a Latin American airline: the impact of Colombia’s Avianca customer experience," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(2), pages 186-201, June.
  44. Swimberghe, Krist & Darrat, Mahmoud A. & Beal, Brent D. & Astakhova, Marina, 2018. "Examining a psychological sense of brand community in elderly consumers," Journal of Business Research, Elsevier, vol. 82(C), pages 171-178.
  45. Rajesh Sharma, 2017. "Building Customer-based Brand Equity of Domestic Brands: Role of Brand Equity Dimensions," Metamorphosis: A Journal of Management Research, , vol. 16(1), pages 45-59, June.
  46. Steven W. Bayighomog Likoum & Mohamed Dawood Shamout & Ibrahim Harazneh & A. Mohammed Abubakar, 2020. "Market-Sensing Capability, Innovativeness, Brand Management Systems, Market Dynamism, Competitive Intensity, and Performance: an Integrative Review," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 11(2), pages 593-613, June.
  47. Hayford Amegbe & Charles Hanu & Rexford Atunwey, 2016. "Customer based Brand Equity and the Competitive Performance of Private Universities in Ghana," Ekonomika a Management, Prague University of Economics and Business, vol. 2016(3).
  48. Desveaud, Kathleen & Mandler, Timo & Eisend, Martin, 2024. "A meta-model of customer brand loyalty and its antecedents," Journal of Business Research, Elsevier, vol. 176(C).
  49. Tierney, Kieran D. & Oswald Karpen, Ingo & Westberg, Kate, 2022. "Brand meaning and institutional work: The light and dark sides of service employee practices," Journal of Business Research, Elsevier, vol. 151(C), pages 244-256.
  50. Sarkar Sengupta, Aditi & Balaji, M.S. & Krishnan, Balaji C., 2015. "How customers cope with service failure? A study of brand reputation and customer satisfaction," Journal of Business Research, Elsevier, vol. 68(3), pages 665-674.
  51. Zubaida Qazi & Wasim Qazi & Syed Ali Raza & Sara Qamar Yousufi, 2022. "The Antecedents Affecting University Reputation and Student Satisfaction: A Study in Higher Education Context," Corporate Reputation Review, Palgrave Macmillan, vol. 25(4), pages 253-271, November.
  52. García, Juan A. & Gómez, Mar & Molina, Arturo, 2012. "A destination-branding model: An empirical analysis based on stakeholders," Tourism Management, Elsevier, vol. 33(3), pages 646-661.
  53. Letizia Lo Presti & Mario Testa & Vittoria Marino & Pierpaolo Singer, 2019. "Engagement in Healthcare Systems: Adopting Digital Tools for a Sustainable Approach," Sustainability, MDPI, vol. 11(1), pages 1-15, January.
  54. Oriol Iglesias & Nicholas Ind, 2020. "Towards a theory of conscientious corporate brand co-creation: the next key challenge in brand management," Journal of Brand Management, Palgrave Macmillan, vol. 27(6), pages 710-720, November.
  55. Rawin Vongurai, 2019. "Factors Affecting Net Benefit of Google Drive Adoption Decision: A Case Study of Thais’ Living in Bangkok, Thailand," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(4), pages 149-165.
  56. Li, Yibai & Wang, Xuequn & Lin, Xiaolin & Hajli, Mohammad, 2018. "Seeking and sharing health information on social media: A net valence model and cross-cultural comparison," Technological Forecasting and Social Change, Elsevier, vol. 126(C), pages 28-40.
  57. Zauner, Alexander & Koller, Monika & Fink, Matthias, 2012. "Patrocínio, valorização da marca e mídias sociais," RAE - Revista de Administração de Empresas, FGV-EAESP Escola de Administração de Empresas de São Paulo (Brazil), vol. 52(6), November.
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