The impact of brand ambassador transgression on brand perception

[摘要] The impact of brand ambassador transgression on brand perception is investigated in this study. To reach the goal of this research the impact brand ambassador transgression across different generational cohorts was measured. The essence of brand ambassadors in the new branding landscape was determined from literature. The new branding landscape as a whole was described to provide a context for the study and the impact and affect thereof on the different generations. The increasing popularity of using brand ambassadors in marketing campaigns due to their ability to increase brand awareness, create or strengthen brand image as well as to achieve brand differentiation was discussed in depth. The literature also focused on brand ambassador transgressions and the impact thereof on brand perception. Mini-case studies which focussed on Tiger Woods, Lance Armstrong, Oscar Pistorius, Wayne Rooney and Charlie Sheen were provided as basis for the empirical research. An empirical research study has been launched to determine how different generational cohorts (Generation Y, Generation X and Baby Boomers) perceive values (both personal values and organisation brand values), brands and brand ambassadors as well as brand ambassador transgressions based on the provided case studies. The questionnaire was distributed to consumers in different generational cohorts. The results of the research indicated that: - There is no clear differentiation between the different generations' perception on personal values. However, there was a greater amount of variance between the generations regarding their perceptions on brand values. - There is a definite difference between the different generational cohorts regarding perceptions regarding brand ambassadors. - The majority of the respondents stated that the mentioned brand ambassadortransgressions did not negatively influence their perception of the brand, which was endorsed. Furthermore, the brand ambassador's transgression did not cause the consumers to refrain from purchasing products which was endorsed by the specific brand ambassador. - No clear differentiation between the different kinds of transgressions and the severity thereof was made. - When brands stopped endorsing brand ambassadors when their transgressions came to light it mostly had a positive impact on the consumers' perception of the brand. - The Generation Y respondents, who are also more social media active than the other generations, were more forgiving and were not as easily influenced negatively by the brand ambassadors' transgression. - Consumers are more brand-orientated than brand ambassador-orientated. It can be concluded that the use of brand ambassadors in marketing campaigns holds many advantages. It is imperative that brand ambassadors should be decided upon carefully, although a brand ambassador does not define the entire brand. Brand ambassador transgressions' have a more important impact on the consumers' perception of the brand ambassador than on the brand itself. Consumers also feel that transgressions should be punished and are positive towards brands which ended brand ambassador agreements after transgressions, indicating that certain standard values are applicable for at least three consecutive generations of South-Africans and should be taken into account when branding decisions are made.

[发布机构] North-West University