SERVBID: the development of a B2C service brand identity scale

Purpose This paper re-conceptualizes and measures brand identity (BI) from a services perspective. This paper aims to develop and test a psychometrically valid and reliable scale to measure service brand identity (SERVBID). Design/methodology/approach A multi-stage research design was adopted drawing on qualitative and quantitative studies consistent with extant scale development procedures. Qualitative studies comprised a comprehensive literature review, expert panel review and interviews to develop a theoretical framework and generate items. Quantitative studies comprised pilot testing (n = 106), online survey for scale development (n = 246) and scale validation (n = 245) on UK-based consumers using exploratory and confirmatory factor analysis. Findings The study finds support for a five-dimensional SERVBID scale comprising: process identity; organization identity; symbolic identity; servicescape identity; and communication identity. Practical implications The SERVBID scale provides practitioners with a practical tool to understand, benchmark and assess SERVBID. The scale will assist marketers in assessing the strength of BI overall as well as the strength of individual facets of BI. Originality/value This study provides a deeper and complete understanding of the theoretical construct of BI through a service-dominant lens, in particular recognizing the defining role of the service process and servicescape in SERVBID construction.

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B2B service brand identity and brand performance

European Journal of Marketing ◽

10.1108/ejm-03-2013-0154 ◽

2015 ◽

Vol 49 (7/8) ◽

pp. 1139-1162 ◽

Cited By ~ 22

Author(s):

Darren Andrew Coleman ◽

Leslie de Chernatony ◽

George Christodoulides

Keyword(s):

Significant Influence ◽

Structural Equation ◽

Brand Management ◽

Brand Identity ◽

Equation Modeling ◽

Brand Performance ◽

Content Type ◽

Visual Identity ◽

Service Brand ◽

The Uk

Purpose – This paper aims to apply the business-to-business (B2B) Service Brand Identity (SBI) scale to empirically assess the influence of service brand identity on brand performance for the first time. Design/methodology/approach – Based on data collected from 421 senior marketing executives, this paper applies the B2B SBI and structural equation modeling to fulfill the above purpose. Findings – Brand personality and human resource initiatives have a positive and significant influence on brand performance. Corporate visual identity, in addition to an employee and client focus, has an insignificant impact on performance. Consistent communications have a negative and significant influence on brand performance. Research limitations/implications – Data were only collected from executives in the UK. This research would benefit from replicative studies. Practical implications – This research empirically establishes the brand management activities that drive brand performance. Originality/value – This is the first empirical study to assess the influence service brand identity has on brand performance.

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Measuring customer based corporate reputation in banking industry

International Journal of Bank Marketing ◽

10.1108/ijbm-11-2017-0227 ◽

2018 ◽

Vol 36 (7) ◽

pp. 1414-1436

Author(s):

İsmail Gökhan Cintamür ◽

Cenk Arsun Yüksel

Keyword(s):

Scale Development ◽

Corporate Reputation ◽

Quantitative Methods ◽

Customer Orientation ◽

Banking Industry ◽

Scale Validation ◽

Measurement Tool ◽

Content Type ◽

Four Dimensions ◽

Qualitative And Quantitative Methods

Purpose The purpose of this paper is to develop and validate a reliable and valid alternative scale to measure customer-based corporate reputation (CBCR) specific to the banking industry only, where high risks and uncertainties of choosing a service provider exist. Design/methodology/approach Both qualitative and quantitative methods were employed to develop and validate an alternative scale to measure CBCR in the banking industry. Following Churchill’s (1979) paradigm and other prominent scale development studies, a scale development procedure was generated, which consists of three main stages: scale generation and initial purification, scale refinement and scale validation. Findings As a consequence of the current study, a reliable and valid multidimensional scale was obtained, consisting of 20 items and four dimensions to measure CBCR in banking industry: financial performance and financially strong company, customer orientation, social and environmental responsibility and trust. Practical implications This study provides insight to managers to comprehend and manage their CBCR. Since this study has empirically demonstrated that the four dimensions of the CBCR are associated with the five important customer outcome variables, the study provides further support toward the importance of corporate reputation in strategic marketing decisions in the banking industry. Originality/value Numerous different disciplines have focused on corporate reputation measurement by adapting different perspectives and approaches. However, a reliable and valid measurement tool has been proposed here to evaluate corporate reputation from customers’ perspective specific to banking industry.

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Oppositional loyalty as a brand identity-driven outcome: a conceptual framework and empirical evidence

Journal of Product & Brand Management ◽

10.1108/jpbm-08-2019-2511 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Junyun Liao ◽

Xuebing Dong ◽

Ziwei Luo ◽

Rui Guo

Keyword(s):

Community Engagement ◽

Structural Equation ◽

Online Survey ◽

Identity Theory ◽

Theoretical Framework ◽

Brand Identity ◽

Equation Modeling ◽

Brand Community ◽

Brand Identification ◽

Content Type

Purpose Oppositional loyalty toward rival brands is prevalent. Although its antecedents have increasingly received scholarly attention, the literature is rather disparate. Based on identity theory, this study aims to propose that oppositional loyalty is a brand identity-driven outcome and provides a unified framework for understanding the formation and activation of brand identity in influencing oppositional loyalty. Design/methodology/approach Structural equation modeling was used to test the theoretical framework based on an online survey of 329 brand community members. Multigroup analysis was used to test the moderating effect of inter-consumer brand rivalry and brand community engagement. Findings The results show that self-brand similarity, brand prestige and brand uniqueness lead to consumers’ brand identity (i.e. consumer-brand identification), which, in turn, facilitates oppositional loyalty. Furthermore, the results indicate that inter-consumer brand rivalry and brand community engagement are identity-salient situations that strengthen the relationship between consumer-brand identification and oppositional loyalty. Practical implications Identity has great power in shaping consumer behaviors. Fostering consumer-brand identification is critical for firms to prevent consumers from switching to competing brands. Inter-consumer brand rivalry and brand community engagement can help firms consolidate their customer base by evoking consumers’ brand identity. Originality/value This investigation makes theoretical contributions by providing a unified theoretical framework to model the development of oppositional loyalty based on identity theory.

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Examining burnout in employed university students

Journal of Public Mental Health ◽

10.1108/jpmh-05-2019-0058 ◽

2019 ◽

Vol 19 (1) ◽

pp. 17-25 ◽

Cited By ~ 1

Author(s):

Kristin M. Schramer ◽

Carolyn M. Rauti ◽

Arief B. Kartolo ◽

Catherine T. Kwantes

Keyword(s):

Undergraduate Students ◽

Online Survey ◽

Scale Validation ◽

Factor Model ◽

Three Dimensions ◽

Content Type ◽

Convergent And Divergent Validity ◽

Student Burnout ◽

Context Specific ◽

The University

Purpose Burnout has been studied by organizational researchers for nearly 50 years (Maslach and Schaufeli, 2017; Schaufeli et al., 2009); however, little attention is given to burnout experienced by employed students who may be prone to the symptoms of burnout as they juggle multiple demanding roles. Burnout in employed students has previously been conceptualized as a bi-factor model consisting of three dimensions: general burnout, apathy and exhaustion (see Rauti et al., 2019 for further information). The purpose of this paper is to develop and validate a novel and theoretically driven tool to assess burnout in employed students. Design/methodology/approach A sample of 239 employed undergraduate students from a university in southwestern Ontario completed an online survey which included the University of Windsor Employed Student Burnout Survey. Participants also completed six additional measures for scale validation purposes. Findings Confirmatory factor analysis supported a four-factor model of the employed student burnout scale: apathy toward employment, exhaustion toward employment, apathy toward academics and exhaustion toward academics. The findings also supported a bi-factor version of the four-factor model. Correlation analyses provided evidence for convergent and divergent validity. Originality/value The experience of burnout for employed students is unique as employed students balance the demands of work and school simultaneously. This research suggests that experiences of burnout from work and burnout from school may be distinct from one another and that burnout is context specific.

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Measuring customer experience in banks: scale development and validation

Journal of Modelling in Management ◽

10.1108/jm2-07-2012-0023 ◽

2014 ◽

Vol 9 (1) ◽

pp. 87-117 ◽

Cited By ~ 37

Author(s):

Ruchi Garg ◽

Zillur Rahman ◽

M.N. Qureshi

Keyword(s):

Scale Development ◽

Scale Validation ◽

Customer Experience ◽

Content Type ◽

Effective Strategies ◽

Bank Managers ◽

Service Sectors ◽

Indian Banks ◽

Development And Validation ◽

The Relationship

Purpose – The paper aims to measure customer experience in Indian banks. This study examines the 14 factors of customer experience and identifies their impact on customer satisfaction. Design/methodology/approach – In this study, psychometric scale development procedure is followed comprising with the steps of item generation and selection, scale refinement and scale validation. A one-way ANOVA test is applied to identify the relationship between 14 experience factors and demographics of respondents. Findings – The findings of the study present a 41-item 14 factor reliable and valid customer experience scale among which “convenience” appears as the most significant among all the factors. Research limitations/implications – This study concentrates on a sector-specific scale, whereas a generalized scale that can be applied in other service sectors should be developed. In comparison with previous studies, the results of the current study provide a more absolute coverage and understanding of various touch points used in measuring customer experience in banks. Practical implications – By this reliable and valid scale, bank managers can identify the current and expected experiences of the customers and can build up effective strategies for the utmost satisfaction of the customers. Originality/value – To the best of the authors' knowledge, this study represents the foremost studies for developing a validated tool to measure the experiences of banks' customers.

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Supplier transparency: scale development and validation

The International Journal of Logistics Management ◽

10.1108/ijlm-01-2017-0018 ◽

2018 ◽

Vol 29 (3) ◽

pp. 959-984 ◽

Cited By ~ 11

Author(s):

Tyler R. Morgan ◽

Robert Glenn Richey Jr ◽

Alexander E. Ellinger

Keyword(s):

Supply Chain ◽

Scale Development ◽

Scale Validation ◽

Survey Methods ◽

Regulatory Compliance ◽

Sampling Procedure ◽

Future Research ◽

Two Dimensional ◽

Content Type ◽

Future Supply

Purpose The purpose of this paper is to create an instrument for conducting future supply chain transparency research by developing and validating a measure of supplier transparency. Specifically, the research develops a two-dimensional measure of supplier transparency that builds on previous studies that independently examine visibility and traceability in supply chain management (SCM)/logistics. Design/methodology/approach The scale development process is carried out over three stages (item generation, scale purification, scale validation). Survey methods are used with two separate data collection phases involving a total of 358 managers from multiple and diverse industries. Findings The new supplier transparency measure is a concise, two-dimensional scale that has the potential for significant usage in the development and testing of SCM theory. Research limitations/implications This study implemented a purposefully general sampling procedure. However, different industries may have additional, specific constraints regarding what it means to be a transparent supplier. Additional opportunities for future research include applying the new supplier transparency measure to examine supply chain frameworks, regulatory compliance, supply chain relationships and the implementation of information technology. Practical implications Firms are under increasing pressure to be transparent about partner sourcing, resource utilization and other transactional issues related to the products and processes in their supply chains. The new measure may be utilized to address these issues as well as the interaction between supply chain operations and stakeholders by facilitating a quantitative assessment of supplier transparency. Originality/value Drawing on the established constructs of supply chain visibility and traceability, a measure of supplier transparency is developed, supported by a review of the literature, input from subject matter experts and interviews with supply chain managers. Suggestions are made for future validation of supplier transparency within established supply chain frameworks.

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Conceptualising online fashion brand recognition: scale development and validation

Spanish Journal of Marketing - ESIC ◽

10.1108/sjme-10-2019-0080 ◽

2020 ◽

Vol 24 (1) ◽

pp. 73-96

Author(s):

Muhammad Sabbir Rahman ◽

Md Afnan Hossain ◽

Md Rifayat Islam Rushan ◽

Mohammad Tayeenul Hoque ◽

Hasliza Hassan

Keyword(s):

Scale Development ◽

Scale Validation ◽

Content Type ◽

Brand Familiarity ◽

Fashion Products ◽

Fashion Brand ◽

Brand Recognition ◽

Social Reputation ◽

Development And Validation ◽

First Time

Purpose This study aims to develop and validate a scale for measuring online fashion brand recognition (OFBR). Design/methodology/approach Given the existing literature on brand, multiple stages of studies were conducted as a part of the scale development process. The OFBR scale was validated by a step-by-step process following the scale validation methodology suggested in the specialised literature. Findings The results demonstrate the 25 items of five unique factors that form the OFBR construct and confirm the strong validity of the construct. This finding suggests that the five-dimensional approach (online brand familiarity, online visual simplicity, online aesthetic attraction, online brand emotion and online social reputation) plays important role to form OFBR. Practical implications A valid and reliable OFBR scale provides a foundation for broadening the understanding on the important constructs that form OFBR, which is essential for online fashion retailing. Knowledge of the crucial antecedents that influence consumers towards online fashion products can enhance marketers’ capability to position their brands towards their target markets. Originality/value The relevance of this study lies in validating the scale for measuring OFBR for the first time in the literature on online fashion brand.

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Measuring online live streaming of perceived servicescape

Internet Research ◽

10.1108/intr-11-2018-0487 ◽

2020 ◽

Vol 30 (3) ◽

pp. 737-762

Author(s):

Yu-Hsin Chen ◽

Min-Cing Chen ◽

Ching-Jui Keng

Keyword(s):

Behavioral Intention ◽

Design Methodology ◽

Online Survey ◽

Service Providers ◽

Scale Validation ◽

Parasocial Interaction ◽

Live Streaming ◽

Item Generation ◽

Content Type ◽

Validation Measure

PurposeThis study aimed to develop and validate an online live streaming perceived servicescape (OLSPS) scale that can help platform service providers to develop strategies for new live streaming channel promotions.Design/methodology/approachThis study conceptualized the construct of OLSPS and the four-phase procedure of the 66-item OLSPS scale development, including item generation, item purification, scale validation, measure application and testing of hypotheses. It also provided a research framework to assess audiences' cognition and behavioral intention, and an online survey on 420 live streaming users (social platforms, n = 210; native platforms, n = 210) was conducted.FindingsThis study developed and validated a 35-item OLSPS scale with eight dimensions. The results of the empirical model showed that OLSPS is positively correlated with the audiences' cognition and behavioral intention. Furthermore, parasocial interaction experience showed a positive moderation on channel trust.Originality/valueThis study is a pioneering effort to develop and validate an OLSPS scale. The results could be helpful for researchers in building OLSPS and for managers in assessing and promoting users' acceptance of online live streaming platforms.

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Behavioural biases affecting investors’ decision-making process: a scale development approach

Management Research Review ◽

10.1108/mrr-02-2021-0139 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Jinesh Jain ◽

Nidhi Walia ◽

Manpreet Kaur ◽

Simarjeet Singh

Keyword(s):

Decision Making ◽

Scale Development ◽

Sampling Technique ◽

Decision Making Process ◽

Snowball Sampling ◽

Behavioural Finance ◽

Content Type ◽

Multi Stage ◽

Market Factors ◽

Development Approach

Purpose The advocates of behavioural finance have denounced the existing literature on investors’ rationality in the decision-making process and questioned the existence of efficient markets and rational investors. Although diversified research has been conducted in the area of behavioural finance, yet there is a need of further explorations into the field as the available knowledge base is confined to one or a few behavioural biases confronted by investors while making investment decisions. Hence, this study aims to develop a comprehensive, reliable and valid scale to measure the behavioural biases affecting investors’ decision-making process. Design/methodology/approach To develop a comprehensive, reliable and valid scale for measuring the behavioural biases affecting investors’ decision-making process, rigorous multi-stage scale development methodology has been followed. Stage one started with an extensive review of the literature followed by interviews from experienced stockbrokers to clarify construct and getting novel insights about dimensions of behavioural biases. In stage two, 52 items measuring the dimensions of behavioural biases were generated and got evaluated from panel of judges. Pilot testing was done in the third stage which gave a set of 39 items. Finally, in fourth stage, data were collected from 332 individual equity investors on a 7-point Likert scale using the snowball sampling technique. Findings The results of the study highlighted that behavioural biases is a multidimensional phenomenon that significantly affects investors’ decisions and has different dimensions, namely, Availability Bias, Representativeness Bias, Overconfidence Bias, Market Factors, Herding, Anchoring, Mental Accounting, Regret Aversion, Gamblers’ Fallacy and Loss Aversion. The present research has developed a comprehensive, reliable and valid scale for measuring behavioural biases affecting equity investors’ decision-making process. Originality/value Behavioural finance is an emerging area in the field of research particularly in the Indian context which needs further exploration. The present research concentrates on rendering an empirically tested scale to the researchers for measuring the behavioural biases and its impact on investor’s decision-making. Such an instrument can contribute to making progress in the area of behavioural finance and other research studies may also find it useful to achieve their goals.

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