B2B service brand identity and brand performance: an empirical investigation in the UK’s B2B IT services sector

Darren Andrew Coleman*, Leslie de Chernatony, George Christodoulides

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review


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.

Original languageEnglish
Pages (from-to)1139-1162
Number of pages24
JournalEuropean Journal of Marketing
Issue number7-8
Publication statusPublished - 13 Jul 2015

Bibliographical note

This article is © Emerald Group Publishing and permission has been granted for this version to appear here http://www.emeraldinsight.com/doi/10.1108/EJM-03-2013-0154. Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Publishing Limited.


  • brand equity
  • brand experiences
  • brand identity
  • brand management
  • branding
  • brands


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