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Understanding service firms brand value creation: a multilevel perspective including the overarching role of service brand marketing capability

Phyra Sok (School of Management, Faculty of Business, University of Tasmania, Hobart, Australia)
Aron O'Cass (School of Management, Faculty of Business, University of Tasmania, Hobart, Australia)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 11 October 2011

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.

Keywords

Citation

Sok, P. and O'Cass, A. (2011), "Understanding service firms brand value creation: a multilevel perspective including the overarching role of service brand marketing capability", Journal of Services Marketing, Vol. 25 No. 7, pp. 528-539. https://doi.org/10.1108/08876041111173651

Publisher

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Emerald Group Publishing Limited

Copyright © 2011, Emerald Group Publishing Limited