Measuring franchisees’ satisfaction: theoretical considerations and empirical testing

Gauzente, Claire

doi:10.1108/09590550310497030

Cited by 31 publications

(31 citation statements)

References 40 publications

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“…Morrison (1996Morrison ( , 1997 found that performance, organizational commitment, congeniality of franchisor relations and intention to remain had Ice cream franchising in Korea significant positive correlations with satisfaction. In short, franchisees' satisfaction is a key variable for their intention to remain and thus it contributes to the long-term survival of the franchise network (Gauzente, 2003). The existing consumer behavior research offered much theoretical and empirical evidence that there are strong statistical dependencies between post purchase satisfaction and repeat purchases (Antonides and Raaij, 1998;Mittal and Kamakura, 2001).…”

Section: Literature Reviewmentioning

confidence: 99%

Franchisor's ongoing support and franchisee's satisfaction: a case of ice cream franchising in Korea

Roh

Yoon

2009

International Journal of Contemporary Hospitality Management

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The primary purpose of this research is to investigate franchisees' satisfaction based on franchisors' pre-opening support, central purchasing, congeniality and ongoing business support. Design/methodology/approach -The sample was drawn from ice cream franchising operations in Seoul, South Korea, and its vicinity. Personal interviews were conducted, followed by a self-administered questionnaire. Findings -The franchisees learned about their business opportunities through friends and relatives. The brand recognition by the consumer is the major motive for franchisees to engage in franchising. While franchisees are least satisfied with their franchisors' ongoing business support, they are most satisfied with central purchasing support from the franchisor. Practical implications -The study offers valuable insights for strategic management as to recruitment, selection, and ongoing support provided by franchisors. Originality/value -This research is particularly valuable to franchisors who are contemplating expanding their franchising business internationally.

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Section: Literature Reviewmentioning

confidence: 99%

Franchisor's ongoing support and franchisee's satisfaction: a case of ice cream franchising in Korea

Roh

Yoon

2009

International Journal of Contemporary Hospitality Management

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“…Although 'successful' franchisors are often judged on their ability to perfect a business system and subsequently sell that knowledge to prospective franchisees (Paswan & Wittmann, 2009), ultimately, the franchise network's long-term survival is predicated upon the existence of cooperative, positive, and satisfied franchisees (Gauzente, 2003;Huang, Phau, & Chen, 2009;Jambulingam & Nevin, 1999). For example, the results of this study suggest that the dissemination of brand knowledge is an important contributor to the formation of franchisee brand attitudes in the form of role clarity, satisfaction, and brand commitment.…”

Section: Discussionmentioning

confidence: 99%

Developing brand champions: A franchisee perspective

King

Grace

Weaven

2013

Journal of Marketing Management

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The establishment of a compelling brand lies at the heart of a franchise network's success. To maintain brand integrity, franchisors rely on franchisees to deliver the brand promise consistently. However, franchisee behaviour is sometimes difficult to manage, impacting negatively on the franchise brand. In adopting an internal brand management theoretical lens, this study provides new insight into the development of franchisees as brand champions. This is achieved through the empirical validation of a model, which encapsulates the dynamics of important antecedent variables (i.e. information generation, knowledge dissemination, the 'H' factor, role clarity, franchisee satisfaction, and brand commitment) in creating franchise brand champions. The findings provide significant theoretical and practical implications and lay the foundation for future research in this important research domain.

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“…Some of these motives relate strongly to franchisees' satisfaction, which determines the relationship between the franchisor and franchisee. Satisfaction is a key element for remaining in the system, and thus contributing to the long-term survival of the franchising agreement (Gauzente, 2003). There is an important theoretical support for franchisors' interest in the franchisees' wellbeing and satisfaction (Roh & Yoon, 2009).…”

Section: Literature Reviewmentioning

confidence: 99%

“…The literature identifies three main approaches when evaluating the franchisee's satisfaction (Gauzente, 2003):…”

Section: Literature Reviewmentioning

confidence: 99%

The Use of Importance-Performance Analysis to Measure the Satisfaction of Travel Agency Franchisees

RAMÍREZ-HURTADO

2017

Rev. adm. empres.

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This study contributes to the limited literature on the satisfaction of travel agency franchisees. Specifically, it aims to identify strengths and weaknesses of the system from the perspective of the franchisee. This study would enable franchisors to identify areas in which franchisees are less satisfied. If franchisees are satisfied with numerous aspects that influence the franchisor-franchisee relationship, the latter may have a high degree of loyalty towards their franchisors and this would benefit the entire network. This article uses a variant of the classic importance-performance model from Martilla and James (1977) and others (Ábalo, Varela, & Rial, 2006;Picón, Varela, & Braña, 2011). The results show that the attributes travel agency franchisees feel more dissatisfied with are: chain advertising, ongoing support from franchisors, the initial franchisor support, delivery from the franchisors, and training provided by franchisors. KEYWORDS | Satisfaction, importance-performance analysis, franchising, travel agency industry, attributes. (Ábalo, Varela, & Rial, 2006;Picón, Varela, & Braña, 2011 (Ábalo, Varela, y Rial, 2006; Picón, Varela y Braña, 2011 RESUMO RAE-Revista de Administração de Empresas | FGV EAESP

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Measuring franchisees’ satisfaction: theoretical considerations and empirical testing

Cited by 31 publications

References 40 publications

Franchisor's ongoing support and franchisee's satisfaction: a case of ice cream franchising in Korea

Franchisor's ongoing support and franchisee's satisfaction: a case of ice cream franchising in Korea

Developing brand champions: A franchisee perspective

The Use of Importance-Performance Analysis to Measure the Satisfaction of Travel Agency Franchisees

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