Value

The purpose of this paper is to examine the issues associated with the creation and development of service brands. It initially considers the increasing importance of the services sector in modern economies and how service organisations have challenged the traditional approach to business. By analysing the success and failure of brands in the financial services sector, the paper goes on to illustrate the major challenges associated with service branding. Then the paper outlines the differences between product and service branding and how the fast-moving consumer goods (FMCG) approach to branding needs to be adjusted before being applied to the services sector. Particular emphasis is placed on the intangible nature of services and how problems linked to intangible offerings can be overcome. The paper then provides an analysis of the roles of employees and customers in the delivery of the service and how these roles can be strategically designed to strengthen services brands. The paper concludes with a discussion of whether corporate or individual branding is appropriate