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The influence of the Employer Brand on Employee Attitudes relevant for Service Branding : An Empirical Investigation

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abstract Purpose - There is scientific consensus that employees' attitudes have a fundamental impact on customers' experiences. The paper focuses on how to create favourable employee attitudes that are relevant for the creation of the service brand. In this context, we develop a framework that combines the concept of the perceived employer brand with employee outcomes that are relevant for service branding.
Design/methodology/approach - Empirical data were collected from a sample (N = 2,189) of a worldwide operating insurance company. Data analysis was performed using structural equation modelling.
Findings - First, the findings underpin the idea of a relationship between the perceived employer brand and service branding. Second, the influence of particular drivers for employee attitudes is determined.
Research limitations/implications - Research is based on data from only one company. Furthermore, customer outcomes are not investigated directly. Thus, research needs to be taken further by investigating the creation of a service brand, simultaneously exploring employees' attitudes and customers' experiences.
Practical implications - Influencing customer experiences is a complex process that involves interactions among several stakeholder groups. In order to raise efficiency, we propose that companies focus on creating a strong employer brand as this constitutes an efficient way of service branding.
Originality/value - This paper highlights the influence of the perceived employer brand on employees’ attitudes, which is especially important in service settings. The investigation of customer-relevant employee attitudes emphasizes the significance of creating a strong employer brand. Furthermore, long-term effects are considered by investigating the influence of the perceived employer brand on potential employees' identification.
   
type journal paper
   
keywords service branding, employer brand, service profit chain, employee attitudes
   
language Deutsch
kind of paper journal article
date of appearance 12-10-2011
journal Journal of Services Marketing
publisher Emerald (Bradford UK)
ISSN 0887-6045
ISSN (online) 0887-6045
DOI 10.1108/08876041111173624
volume of journal 25
number of issue 7
page(s) 497-508
review double-blind review
   
citation Schlager, T., Maas, P., Bodderas, M., & Cachelin, J. L. (2011). The influence of the Employer Brand on Employee Attitudes relevant for Service Branding: An Empirical Investigation. Journal of Services Marketing, 25(7), 497-508, DOI:10.1108/08876041111173624.