Consumer-based brand equity: improving the measurement - empirical evidence

Abstract

Purpose – Many articles and books have been written about building, measuring and managing brand equity – primarily from the perspective of the marketing function. However, the management of the “internal touchpoints” necessary to deliver on the brand promise has received less attention. The paper aims to study these. Design/methodology/approach – A two-wave e-mail survey was administered to business seminar participants. Multi-item measures and a six-point Likert scale were developed and analyzed to better understand the perceived involvement of human resource (HR) in internal branding efforts and the relationship between HR involvement and the incorporation of the brand message into work activities and attitude toward the brand. Findings – In spite of well-documented internal branding initiatives, there appears to be room for improvement among HR departments in terms of successfully delivering the corporate branding message. However, there does appear to be a strong personal attitude toward the brand among US professionals, and a strong relationship exists between HR involvement in internal branding and the incorporation of the brand into work activities. Practical implications – Employees seem to have a more positive attitude toward the brand and are more likely to incorporate this image into their work activities when there is some degree of HR involvement in the internal branding process. Originality/value – The successful promotion of the internal branding doctrine may be as dependent on HR initiatives as on those developed in the marketing department. By involving HR in internal branding projects, firms can better use internal communications to give employees a deeper understanding of the brand and the role that they play in enhancing the brand promise.