B2B service brand identity: Scale development and validation

D Coleman, Leslie de Chernatony, George Christodoulides

    Research output: Contribution to journalArticle

    44 Citations (Scopus)


    Several brand identity frameworks have been published in the B2C and the B2B brand marketing literature. A reliable, valid and parsimonious service brand identity scale that empirically establishes the construct's dimensionality in a B2B market has yet to be developed. This paper reports the findings of a study conducted amongst 421 senior executives working in the UK IT Service sector to develop and validate a B2B Service Brand Identity Scale. Following established scale development procedures support is provided for a B2B Service Brand Identity Scale comprising five dimensions; employee and client focus, visual identity, brand personality, consistent communications and human resource initiatives. Concluding remarks discuss theoretical and managerial implications with limitations and directions for future research. (C) 2011 Elsevier Inc. All rights reserved.
    Original languageEnglish
    Pages (from-to)1063-1071
    Number of pages9
    JournalIndustrial Marketing Management
    Issue number7
    Publication statusPublished - 1 Oct 2011


    • Brand
    • Scale development
    • Brand identity
    • B2B service brand
    • Structural equation modeling


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