Impact of value-adding services on quality, loyalty and brand equity in the brewing industry

Abstract

<div lang="en" class="abs"><p class="abs_header">Abstract</p><p><em>Purpose:</em> The purpose of this paper is to investigate the impact of logistics value-adding services and perceived service quality on brand equity among B2B customers of a brewery company.</p><p><em>Design/methodology/approach:</em> A theoretical model is developed and tested using survey data from 173 hotel, restaurant and catering (HoReCa) industry customers of a brewery company in Finland.</p><p><em>Findings:</em> Value-adding services play an important role in building the brewery company’s brand equity through perceived service quality. Besides a direct impact on overall service quality, an indirect impact is detected through the operational dimension of service quality in logistics.</p><p><em>Research limitations/implications:</em> A broader data set would be needed to generalize the findings also beyond the brewery business and the HoReCa industry customers in Finland.</p><p><em>Practical implications:</em> To increase brand equity, value-adding services like logistics can play an important role for B2B customers. This study is important for practitioners and academics, as there has been little quantitative research available regarding value-adding services in the context of service quality and brand equity research.</p><p><em>Originality/value:</em> This paper combines logistics as value-adding service to customers’ willingness to pay extra profits to cooperate with service producer.</p></div>