The purpose of this study is to describe, analyse, and understand the emerging metaphors in brand management in the context of service brands.
This article takes the form of a conceptual study.
The silence metaphor illustrates the product paradigm and the monologue metaphor describes the projective paradigm. The listening metaphor demonstrates the adaptive paradigm and finally, the dialogue metaphor depicts the relational paradigm.
The traditional understanding of service branding neglects a key characteristic of services – the fact that services are processes – and this neglect causes the crucial role of dialogue with the customer in service delivery to be relatively overlooked. There is an emerging need to move towards a relational approach in brand management.
Service brands continuously develop as the customer relates to the flow of communication in the form of diverse brand messages. These brand messages come from contact personnel, from physical product elements in the service process, and from various planned and unplanned communication messages.
The importance of creating brands in service offerings has become apparent, and communication issues in branding have become extremely vital for service firms. By creating dialogue in brand relationships, the customer is given an active role in service branding.
