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Communicating value to enhance service visualization

Leong, Vai Shiem; Hibbert, Sally; Ennew, Christine

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Vai Shiem Leong

Professor of Consumer Behaviour

Christine Ennew


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 towards the advertisement, and attitude towards 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 – This study incorporated visual stimuli limited only to financial security and social recognition. Future research should aim to examine the effects of different type 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 (MECC) 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.


Leong, V. S., Hibbert, S., & Ennew, C. (2018). Communicating value to enhance service visualization. Journal of Services Marketing, 32(6), 645-656.

Journal Article Type Article
Acceptance Date May 24, 2018
Online Publication Date Oct 17, 2018
Publication Date Oct 17, 2018
Deposit Date Jun 18, 2018
Publicly Available Date Oct 17, 2018
Journal Journal of Services Marketing
Print ISSN 0887-6045
Electronic ISSN 0887-6045
Publisher Emerald
Peer Reviewed Peer Reviewed
Volume 32
Issue 6
Pages 645-656
Keywords Intangibility; Financial services; Values; Visualization strategy; Advertising; Means-end chain
Public URL
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