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Article
Publication date: 1 June 1990

James Dobree and Anthony S. Page

Three principles are presented to help companiesachieve sustainable, differentiated service in the1990s. The “service brand” concept is introducedand the contrast made between a…

498

Abstract

Three principles are presented to help companies achieve sustainable, differentiated service in the 1990s. The “service brand” concept is introduced and the contrast made between a service brand and the conventional product brand. Practical methods to mobilise company‐wide support for the service brand are described, and the essential nature of brand contracts is outlined with a view to the new environment where forming a strong service network is of crucial importance.

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Management Decision, vol. 28 no. 6
Type: Research Article
ISSN: 0025-1747

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Article
Publication date: 30 May 2008

James F. Devlin and Sally McKechnie

“Brand architecture” is an organisation's approach to the design and management of its brand portfolio. Previous research, focused on the views of practitioners, identified a…

4597

Abstract

Purpose

“Brand architecture” is an organisation's approach to the design and management of its brand portfolio. Previous research, focused on the views of practitioners, identified a “multi‐corporate” approach in financial services, where a “family of main brands” was incorporated into an organisation's brand portfolio, often in the form of brands traditionally associated with separate companies. The current study seeks to provide contrasting insights from consumer data and to highlight the conceptual and practical implications of the findings.

Design/methodology/approach

A qualitative methodology was adopted for the study incorporating six focus groups containing an average of nine participants.

Findings

The findings from the current study offer empirical support for the conceptualisation of the corporate brand playing a predominant role in services markets. In doing so, the findings also suggest that the alternative conceptualization of a “multi‐corporate” approach advocated by practitioners and identified previously is not validated by consumer‐based research.

Research limitations/implications

The context of the study reported may be limited by its restriction to a single category, financial services.

Practical implications

Practitioners' rationales for maintaining multiple brands are, in the main, undermined by the views of consumers. Organisations should consider rationalising their brand architecture in order to benefit from significant cost savings.

Originality/value

The consumer perspective on brand architecture is significantly under‐researched and as a result this paper provides valuable insights, and a significant contribution to existing literature.

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European Journal of Marketing, vol. 42 no. 5/6
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 1 November 1959

THERE are, believe it or not, more public libraries in New York than there are poolrooms. To point this statement a little, it must be said that the libraries only just have the…

29

Abstract

THERE are, believe it or not, more public libraries in New York than there are poolrooms. To point this statement a little, it must be said that the libraries only just have the edge. It has always been implied, particularly by evangelical politicians and librarians alike, that libraries were or would be an improvement on gin‐shops, poolrooms or public houses. “Build a library” they proclaim, “and the indolent workers will leave the dens of iniquity”. There is, of course, not a jot of evidence that public libraries have had any effect on the sobriety or inebriety of the British, the Americans or the Swedes (three communities which have most felt the extended activities of librarianship). The licensing laws of this country and the (?) pro bona publica magistrates have effectively reduced public intake if not private surfeit. Our public houses are not reeling from the blows of dynamic librarianship, but from those of television.

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New Library World, vol. 61 no. 5
Type: Research Article
ISSN: 0307-4803

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Article
Publication date: 1 January 1951

THE London and Home Counties Branch is fortunate in having close at hand watering places which can house its Autumn or other Conferences conveniently. Hove in fair weather in…

48

Abstract

THE London and Home Counties Branch is fortunate in having close at hand watering places which can house its Autumn or other Conferences conveniently. Hove in fair weather in October is a place of considerable charm; it has many varieties of hotel, from the very expensive to the modest; it is used to conferences and the hospitality of the Town Hall is widely known. This year's conference was focused in the main on problems of book‐selection which, as one writer truly says, is the main purpose of the librarian because all his possibilities hang upon it. The papers read are valuable because they appear to be quite unvarnished accounts of the individual practice of their writers. Of its kind that of Mr. Frank M. Gardner is a model and a careful study of it by the library worker who is in actual contact with the public might be useful. For his methods the paper must be read; they are a clever up‐to‐minute expansion of those laid down in Brown's Manual with several local checks and variations. Their defects are explained most usefully; there is no examination of actual books before purchase and bookshops are not visited, both of which defects are due to the absence in Luton of well‐stocked bookshops; a defect which many sizeable towns share. We find this remark significant: “The librarian of Luton in 1911 had a book‐fund of £280 a year for 30,000 people. I have nearly £9,000 for 110,000. But the Librarian in 1911 was a better book‐selector than we are. He had to be, to give a library service at all. Every possible purchase had to be looked at, every doubt eliminated.” We deprecate the word “better”; in 1911 book‐selection was not always well done, but Brown's methods could be carried out if it was thought expedient to do the work as well as it could be done. The modern librarian and his employers seem to have determined that the whole of the people shall be served by the library; that books shall be made available hot from the press, with as few exclusions as possible. No librarian willingly buys rubbish; but only in the largest libraries can a completely comprehensive selection practice be maintained. Few librarians can be quite satisfied to acquire their books from lists made by other people although they may use them for suggestions. How difficult is the problem Mr. Gardner demonstrates in connexion with books on Bridge; a shelf of apparently authoritative books might possibly contain not one that actually met the conditions of today. If this could be so in one very small subject, what might be the condition of a collection covering, or intended to cover, all subjects? Librarians have to be realists; orthodox methods do not always avail to deal with the cataract of modern books; but gradually, by cooperative methods, mechanical aids and an ever‐increasing staff devoted to this, the principal library job, much more may be done than is now possible.

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New Library World, vol. 53 no. 15
Type: Research Article
ISSN: 0307-4803

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Article
Publication date: 1 August 1938

THIS is the month when librarians and library workers everywhere, their holidays over, turn to their winter plans. There are, however, some interesting events to take place before…

54

Abstract

THIS is the month when librarians and library workers everywhere, their holidays over, turn to their winter plans. There are, however, some interesting events to take place before the darker and more active months come. The first is the meeting at Oxford on September 21st and subsequent days of the Federation International de Documentation. This will be followed by and merge into the ASLIB Conference, and there is in prospect an attendance of over three hundred. Our readers know that this organization produces and advocates the International Decimal Classification. It is not primarily a “library” society but rather one of abstractors and indexers of material, but it is closely akin, and we hope that English librarianship will be well represented. Then there is a quite important joint‐conference at Lincoln of the Northern Branches of the Library Association on September 30th— October 3rd, which we see is to be opened by the President of the Library Association. Finally the London and Home Counties Branch are to confer at Folkestone from October 14th to 16th, and here, the programme includes Messrs. Jast, Savage, McColvin, Wilks, Carter, and the President will also attend. There are other meetings, and if the question is asked: do not librarians have too many meetings ? we suppose the answer to be that the Association is now so large that local conferences become desirable. One suggestion, that has frequently been made, we repeat. The Library Association should delegate a certain definite problem to each of its branches, asking for a report. These reports should form the basis of the Annual Conference. It is worthy of more consideration.

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New Library World, vol. 41 no. 2
Type: Research Article
ISSN: 0307-4803

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Article
Publication date: 1 June 1939

Liverpool Conference was amongst the largest, as it was amongst the most successful, of recent years. In all but the weather it excelled, and there were fine intervals even in…

34

Abstract

Liverpool Conference was amongst the largest, as it was amongst the most successful, of recent years. In all but the weather it excelled, and there were fine intervals even in that. We publish the “Letters on our Affairs” by our well known correspondent, Callimachus, so far as it covers the first three days; the conclusion will follow next month, with what futcher comments seem to be necessary. The Annual Business Meeting was a little less rowdy than that at Scarborough, but one thing emerged from it and that was the determination of the A.A.L. to survive independently. There is more in this than meets the eye, and discussion on it may be postponed until a calmer mood prevails on all sides.

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New Library World, vol. 41 no. 11
Type: Research Article
ISSN: 0307-4803

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Article
Publication date: 1 September 1948

THE activity of librarianship during September was almost breathless. Visitors to Chaucer House in the third week of the month had possibly the most cosmopolitan experience of…

31

Abstract

THE activity of librarianship during September was almost breathless. Visitors to Chaucer House in the third week of the month had possibly the most cosmopolitan experience of their lives. It was, as our readers know, the assembly time of the International Federation of Librarians, which divided its London meetings between Chaucer House and the equally hospitable University College. The members, coming from a score or more of countries east and west, had, many of them, been present at the successful and crowded conference of Aslib at Ashorne, and were now conferring further, and being entertained by the Library Association, together with members of the Unesco Library School. That school spent its first week in Manchester, with a tour of Derby County libraries; its second week was in London. Amongst the guests at the reception given by the British Council at Portland Place, and at the L.A's own reception at Chaucer House three days later, many distinguished librarians were met, including Dr. Munthe, Dr. Sevensma, Dr. Ranganathan, the state librarian of Ankara, the University Librarians of Istanbul, Copenhagen, Trondhjem, of Alexandria; and many others, including those of England and Scotland, the Chief Keeper of the Printed Books, Bodley's Librarian, and the Librarian of the National Central Library. Moreover, as these gatherings coincided with the meeting of the Library Association Council, the official leaders of the profession were present, including the President (Mr. Nowell).

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New Library World, vol. 51 no. 3
Type: Research Article
ISSN: 0307-4803

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Article
Publication date: 1 December 1929

OUR readers begin this month a year which we hope has many library possibilities. The growing recognition of libraries and of the calling of the librarian gives one reason to…

72

Abstract

OUR readers begin this month a year which we hope has many library possibilities. The growing recognition of libraries and of the calling of the librarian gives one reason to believe that progress will continue, gradually it is true, but surely, towards a fairer and more generous library policy than has been possible in the past. Vestiges of worn ideas Still remain, as when we hear that a library has mutilated its newspapers deliberately in the belief that this would in some way suppress the betting habit. There are libraries, too, in some towns, even in some universities—incredible as that may seem to those who do not know them—where librarianship is so bad that its natural recognition is pity or contempt. And it is curiously the nature of things that people who know bad libraries accept them as bad and do not attempt righteous criticism. But such ideas and such libraries grow fewer every year. We begin 1930 with new and high hopes.

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New Library World, vol. 32 no. 6
Type: Research Article
ISSN: 0307-4803

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Article
Publication date: 1 June 2002

Y.L.R. Moorthi

This paper provides an approach for branding a service. It accomplishes this by bringing together David Aaker’s brand identity framework, the 7Ps of services marketing and the…

17755

Abstract

This paper provides an approach for branding a service. It accomplishes this by bringing together David Aaker’s brand identity framework, the 7Ps of services marketing and the economic classification of goods. The 7Ps of services are product, price, place, promotion, physical evidence, process and people. The economic classification divides goods into search, experience and credence goods. Typical examples for search, experience and credence goods are a consumer durable, a restaurant and a doctor respectively. The branding efforts needed for each of these goods is different. The approach recommends what should be done in terms of 7Ps for each of the three types of goods and integrates this effort with their branding.

Details

Journal of Services Marketing, vol. 16 no. 3
Type: Research Article
ISSN: 0887-6045

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