Research Article
Development of Dimensions and Measurement Items for Brand Manner
1 Erago Service Consulting, 2 Sungkyunkwan University
Published: January 2010 · Vol. 39 No. 5 · pp. 1299-1324
Full Text
Abstract
When you approach people or organizations with courteous manners, you can leave good impressions. Once they have impressive impressions of you, they are likely to invite you again and respect you more. manners can be measured by behaviors that are respected social usage. When people show consistent behaviors and fulfill their promises, they are evaluated as ‘well-mannersed’. This idea can be applied to brands however previous studies only mentioned about it without providing any clear definition. Therefore development of systematic measurements of brand manners is necessary. The concept of Brand Personality has contributed to the working level business as well as academic filed after the development of systematic measurements of it. I expect, like Brand Personality, Brand manners will make a great contribute not only to the business world but also the academic world when the systematic measurements of it are developed. The purpose of this study is to develop reliable measurements by giving a systematic definition to the concept of Brand manners as well as to analyze the dimensions of it. In this study, I defined Brand manners as to fulfill promises like manners in human relations. I analyzed the dimensions of Brand manners and I developed measurement items based on the ground of Gilbert(1979)’s paradigm for developing measures which has been referred in many processes of developing important concepts such as Brand Personality. I defined the concept academically based on theories of Marketing and Brands by Kotler(2008), Keller(2008), Pringle and Gordon (2001). The empirical analysis shows that the measurement items are consist of thirty three variables and those variables are classified into ten factors. Ultimately those ten factors are classified into four manners dimensions - rational manners based on superior quality and skills, the emotional manners based on outstanding service and design, and the spiritual (symbolic) manners base do respectable business culture and philosophy, and political (social) manners. I also discovered that the current service manners educations that are given to employees in various companies should be approached as brand management dimension.
