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Franchisees' satisfaction is key to a franchise network's continuance over the years. However, at the moment, no robust scale exists in order to assess franchisees' satisfaction. The aim of the present study is to fill this gap by providing a reflection on the nature of franchisee satisfaction. In particular, we favor a managerial approach to satisfaction which should provide franchisers with an appropriate tool for assessing the satisfaction of their franchisees and provide a basis for guaranteeing longterm survival of their network. The study was conducted in France over a representative sample of 401 franchises representing 32 franchise networks and covering all sectors. After a pre-test phase, exploratory and confirmatory factor analyses were performed. The results led to a short, robust and predictive scale of franchisee job satisfaction.

The trade off between customer privacy and Web site personalisation is currently moving to the forefront of academic and practical debate in marketing. The new Internet applications allow marketers to develop detailed customer databases where personal information is connected with buying patterns, providing a detailed behavioural profile. The collection and use of the data is regulated differently in the European Union and the USA. While Europe considers it important to implement formal legislation for the protection of customers' privacy rights, the US authorities consider privacy policy to be determined through voluntary regulation by industry. Considering these different approaches, the present study explores and compares the privacy/personalisation dimensions of French, British and US Web sites.

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