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The effects of service brand dimensions on brand loyalty

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  • Krystallis, Athanasios
  • Chrysochou, Polymeros

Abstract

The present paper uses a modified version of the Service Brand Verdict (SBV) model. The objective of the study is to incorporate service brand loyalty as an ultimate dependent measure seen as the outcome of consumers' evaluation of various service brand dimensions and communication, and test the generalizability of the modified SBV model in two different service sectors and cultural settings. Two studies using on-line survey data were conducted in Denmark and Norway in two different service industries (airlines and banks respectively). Previous findings suggesting that brand evidence significantly influences consumer satisfaction, attitude and behavioural loyalty towards service brands were confirmed. Moreover, contrary to previous findings, controlled communication elements (i.e. advertising and promotions) did not have any influence on customer satisfaction with service brands. However, the same communication elements directly and significantly shaped customers' perceptions of the various brand dimensions and their overall attitude towards the brand.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:joreco:v:21:y:2014:i:2:p:139-147
    DOI: 10.1016/j.jretconser.2013.07.009
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    19. 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).
    20. Santos de Oliveira, Denise & Caetano, Mauro, 2019. "Market strategy development and innovation to strengthen consumer-based equity: The case of Brazilian airlines," Journal of Air Transport Management, Elsevier, vol. 75(C), pages 103-110.
    21. Seyyed Sajjad Mohtasham & Sedigheh Kobra Sarollahi & Delara Hamirazavi, 2017. "The effect of service quality and innovation on word of mouth marketing success," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 7(2), pages 229-245, August.
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