Linking Relationship Quality and Service Quality in Franchise Systems

Autor:	Lawrence H. Wortzel, Zhang G. Li, Rajiv P. Dant
Rok vydání:	1995
Předmět:	Marketing Service quality media_common.quotation_subject Premise Context (language use) Quality (business) Franchise Business Quality policy Function (engineering) Construct (philosophy) media_common
Zdroj:	Journal of Marketing Channels. 4:103-124
ISSN:	1540-7039 1046-669X
DOI:	10.1300/j049v04n01_07
Popis:	This paper seeks to accomplish three related goals. In the first part, we develop the premise that delivered service quality at a franchise outlet will be a function of the quality of relationship between franchisors and their franchisees. Next, we review the literature to arrive at a comprehensive definition for ''quality of relationship'' in a franchise context. Finally, we examine the empirical literature base to evaluate the operational measures that have been employed to tap this construct. Specific recommendations about how the quality of franchisor- franchisee relationships should be measured are offered.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::b4be8147e3b36a271550be38cae80d63 https://doi.org/10.1300/j049v04n01_07 Zobrazit plný text záznamu