Transformative value positioning for service brands: key principles and challenges

Abstract

Purpose

The aim of this paper is to integrate insights from service, branding and communication research to present key principles of a successful transformative value positioning for service brands.

Design/methodology/approach

This paper uses a conceptual approach that is rooted in the service, branding and communication literature.

Findings

The contribution of this paper is threefold. First, this paper explains why positioning a service brand is different from positioning a product brand and why this is especially challenging in case of transformative value. Second, an organizing framework is used to theorize that a successful transformative value positioning is based on the organizational DNA; is consistently implemented in actions, communications, employee behavior, and servicescapes; and inspires customer engagement. Based on this framework, this paper formulates key principles of a successful transformative value positioning for service brands. Third, this paper provides a research agenda to guide and stimulate future research.

Practical implications

The key principles provide guidelines for managers striving for a transformative value positioning. Not adhering to these guidelines could have severe implications for service brands in terms of washing perceptions ultimately deteriorating the brand image.

Originality/value

This paper combines insights from service, branding and communication research to provide a comprehensive and balanced perspective on a successful transformative value positioning for service brands.

Citation

Leroi-Werelds, S. and Matthes, J. (2022), "Transformative value positioning for service brands: key principles and challenges", Journal of Service Management, Vol. 33 No. 4/5, pp. 552-564. https://doi.org/10.1108/JOSM-11-2021-0419