Corporate heritage brands, augmented role identity and customer satisfaction

• Published in: European journal of marketing 2017-01, Vol.51 (9/10), p.1510-1521
• Main Authors: Balmer, John M.T, Chen, Weifeng
• Format: Article
• Language: English
• Subjects: Brands; Chinese medicine; Corporate identity; Cultural heritage; Customer satisfaction; Diaspora; Long term planning; Marketing; Pharmaceutical industry; Philosophy; Reputations; Studies
• ISSN: 0309-0566; 1758-7123
• DOI: 10.1108/EJM-07-2017-0449

Purpose The study aims to explore customer satisfaction towards the celebrated Tong Ren Tang (TRT) Chinese corporate heritage brand (established in 1669). This paper examines the multiple role identities of the corporate brand and, in particular, the enduring imperial identity (role identity) of the corporate brand. The study examines whether the corporate heritage brand’s imperial associations are still meaningful. Design/methodology/approach A indicative, survey-based case study methodology undertaken with Chinese customers informs this research. Findings TRT’s corporate heritage brand identity and, moreover, its imperial role identity were salient in terms of customer satisfaction. TRT’s augmented imperial role identity not only was highly salient but also, moreover, meaningfully enhanced the organisation’s corporate reputation in terms of customer satisfaction. Research limitations/implication This study lends further support for the utility of the notion of corporate heritage/corporate heritage brands and in particular the saliency of the theoretical notion of augmented role identity within the corporate heritage marketing field. Practical implication Corporate heritage brand managers should be appraised of which corporate role identities are meaningful for customers. At a practical level, senior corporate marketing managers of corporate heritage organisations should accorded importance to the additional P of Provenance apropos the corporate marketing mix. Social implication At a time, when China is reappraising its relationship with its past – including its imperial past (of which much has been destroyed) – this paper’s focus on TRT’s unsurpassed augmented role identity is pertinent and propitious. Seemingly, this corporate heritage brand’s imperial association provides a living and tangible link with China’s long and momentous imperial provenance and erstwhile imperial polity. In short, the corporate heritage brand is part of China’s patrimony and enjoys a unique place in this regard. Originality/value This paper is one of the first empirical studies examining a Chinese corporate heritage brand entity. The study marks new ground in examining customer satisfaction from the theoretical perspectives of corporate heritage brand and augmented role identity. It is believed that this is the first study to consider corporate heritage in the pharmaceutical sector and marks new ground in considering the saliency of China’s imperial legacy on an extant, highly