Managing across a corporate and product brand portfolio : evidence from a large South African service organization

Abstract

PURPOSE : The purpose of this study is to understand how a large service organisation with a brand portfolio manages its corporate brand relative to its portfolio of product brands. DESIGN/METHODOLOGY/APPROACH : The authors use an interpretivist research paradigm to investigate four research questions concerning the relative roles of corporate and product brands, the role of the CEO, the structures and capabilities that support the development of brand equity (including the role of the marketing function) and the role of employees in building corporate brand equity. A case study design was used, and the Tsogo Sun, one of the largest hotel and casino organisations in Africa, was the focus of the investigation. FINDINGS : The findings highlight the important role of both the CEO and the marketing department in optimising brand equity and managing across corporate and product brands. Employees were found to play a critical role and the need to clarify their relative roles as both recipients and expressors of brand identity across corporate and product brands emerged as an important theme. ORIGINALITY/VALUE : Although the corporate brand has received much attention in recent years, much of literature remains conceptual. In addition to responding to calls for empirical research, the paper also contributes to deepening understanding about how to manage a corporate brand alongside a number of product brands.