The employee brand: Is yours an all-star?
- 作者：W. Glynn Mangold ; S ; ra Jeanquart Miles
- 关键词：Employee branding ; Employee brand ; Service branding ; Psychological contracts ; Internal marketing ; Relationship marketing
- 刊名：Business Horizons
- 出版年：2007
- 期刊代码：3_00076813
- 类别：eco
- 出版时间：September-October 2007
- 卷：50
- 期：5
- 页码：423-433
- 文件大小：290 K
摘要
In this article, a typology is presented which will help organizations better reflect the brand image they desire. The assisting typology is based on the extent to which employees know and understand the organization's mission, values, and desired brand image, and the degree to which they perceive their psychological contracts with the organization as being honored. Organizations can be classified as all-stars, rookies, injured reserves, or strike-out kings, based on the characteristics of a preponderance of their employees. As categorized, rookie organizations cannot deliver the desired brand image because most of their employees lack the knowledge and understanding to do so. Injured reserve organizations, on the other hand, cannot achieve the same because firm employees perceive their psychological contracts with the organization as having been violated, which renders the individuals unwilling and unmotivated. For their part, strike-out king organizations share rookie and injured reserve organizations' worst characteristics. Finally, and conversely, all-star organizations consistently deliver the desired brand image to others because their employees are both able and motivated to do so. To help firms attain this highly desired status, specific guidelines are presented herein which may help organizations become “all-stars” in their own right.