Chapter 10: Great Brands are Supported From Within: The Role of Management

1 Michael T. Ewing et al., "Employment Branding in the Knowledge Economy," International Journal of Advertising 21 (2002). Ewing references M. C. Gilly and M. Wolfinbarger, "Advertising's Internal Audience," Journal of Marketing 62 (January 1998): 69–88.

2 Ind, "Living the Brand."

3 Rodd Zolkos, "Kemper Brand Image Stresses Core Values," Business Insurance 35 (July 16, 2001): 34.

4 Kemper Insurance Company, Kemper Annual Report (2001), 33.

5 James Heskett, "Lessons in the Service Sector," Harvard Business Review (March-April, 1987): 118–126.

6 "Hallmark Entertainment Network Launches Redesigned Brand Strategy," Business Wire, August 21, 2000.

7 For the fifth consecutive year, ASB Bank was rated New Zealand's number one major bank in terms of customer satisfaction in the highly respected University of Auckland survey of residential bank customers. It was also rated number one business bank for the third consecutive year in the university's business banking customer survey.