Communicating value to enhance service visualization

• Published in: The Journal of services marketing 2018-11, Vol.32 (6), p.645-656
• Main Authors: Leong, Vai Shiem, Hibbert, Sally, Ennew, Christine
• Format: Article
• Language: English
• Subjects: Advertising; Attitudes; Communication; Connectivity; Consumer behavior; Consumers; Consumption; Customer services; Design; Hypotheses; Influence; International finance; Investigations; Literacy; Literature reviews; Patronage; Purchase intention; Quality of service; Studies; Visualization
• ISSN: 0887-6045; 2054-1651
• DOI: 10.1108/JSM-04-2017-0114

Purpose This study aims to examine the effects of enhanced visualization of intangible service value through integration of means-end perspectives on advertising effectiveness. Design/methodology/approach Banking advertisements, incorporating message stimuli derived from salient values desired by the financial consumers and designed to assist message elaboration and stimulate personal relevance, were developed to examine the influence of cognitive connectivity on vividness of intangible service benefits and service advertising effectiveness. Findings The findings demonstrate that greater cognitive connectivity positively affects perceived tangibility, attitude toward the advertisement and attitude toward the brand. Additionally, the results indicated that perceived personal relevance has higher influence on envisioning service components, compared to one’s ability to connect visual cues to perceived benefits and to immediate end-goals. Research limitations/implications This study incorporated visual stimuli limited only to financial security and social recognition. Future research should aim to examine the effects of different types of values on consumers’ elaboration process and their ability to visualize financial services. Originality/value This study extends knowledge of the means-end chain by proposing a means-end cognitive connectivity construct which influences the degree that consumers are able to mentally picture intangible service attributes. This study also provides insight that different values have different degree of influence on one’s ability to visualize service.