Internal branding: an enabler of employees' brand-supporting behaviours

PUNJAISRI, K., EVANSCHITZKY, H. and WILSON, A., 2008. Internal branding: an enabler of employees' brand-supporting behaviours. Journal of Service Management, 20 (42), pp. 209-226. ISSN 1757-5818

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Abstract

Purpose: The aim of this paper is to understand the internal branding process from the employees’ perspective; it will empirically assess the relationship between internal branding and employees’ delivery of the brand promise as well as the relationships among their brand identification, brand commitment, and brand loyalty. Design/methodology/approach: On a census basis, a quantitative survey was carried out with 699 customer-interface employees from five major hotels. Findings: Internal branding is found to have a positive impact on attitudinal and behavioural aspects of employees in their delivery of the brand promise. As employees’ brand commitment did not have a statistically significant relationship with employees’ brand performance, it was not regarded as a mediator in the link between internal branding and employees’ brand performance. Furthermore, the study shows that brand identification is a driver of brand commitment, which precedes brand loyalty of employees.

Item Type: Journal article
Publication Title: Journal of Service Management
Creators: Punjaisri, K., Evanschitzky, H. and Wilson, A.
Publisher: Emerald
Place of Publication: Bingley
Date: 2008
Volume: 20
Number: 42
ISSN: 1757-5818
Identifiers:
NumberType
10.1108/09564230910952780DOI
Divisions: Schools > Nottingham Business School
Depositing User: EPrints Services
Date Added: 09 Oct 2015 10:45
Last Modified: 23 Aug 2016 09:11
URI: http://irep.ntu.ac.uk/id/eprint/17643

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