Antecedents and consequences of Franchisee satisfaction in the U.S. restaurant industry

Kalargyrou, Valentini; Aliouche, E. Hachemi; Schlentrich, Udo A.

doi:10.1080/15332845.2017.1328261

Cited by 11 publications

(9 citation statements)

References 34 publications

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“…Findings have shown that training transfer is positively related to the perception of a satisfactory franchisor-franchisee relationship. Thus, this significant positive influence is a key determinant to progress in the consolidated and advanced knowledge of franchise success demanded by the literature (Watson and Johnson, 2010;Kalargyrou et al, 2018). In addition, the study also concludes that the influence of training on customer performance is explained indirectly through the relationship satisfaction.…”

Section: Theoretical Implicationsmentioning

confidence: 63%

“…The internal exchange between franchisor and franchisee has been characterised as complex, difficult to manage, continuous and long-lasting, which must be cared for as it is crucial to the success of the franchise system (Watson and Johnson, 2010;Varotto and Parente, 2016;Kalargyrou et al, 2018). When franchisees are not happy with the relationship, the results of the system worsen, increasing their tendency to display opportunistic behaviour (Roh and Yoon, 2009;Watson and Johnson, 2010).…”

Section: Franchisor-franchisee Relationship Satisfaction and Customermentioning

confidence: 99%

“…A higher level of satisfaction improves franchise performance, leading to a successful business relationship (Fern andez-Monroy et al, 2018). Many authors (Roh and Yoon, 2009;Nijmeijer et al, 2014;Kalargyrou et al, 2018) point out that the more satisfactory the relationship, the greater degree of franchisee willingness to remain in the franchise system.…”

Section: Franchisor-franchisee Relationship Satisfaction and Customermentioning

confidence: 99%

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Training as an internal marketing tool within the franchise system

Domínguez-Falcón

Monroy

Sánchez

et al. 2021

JSTP

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PurposeThe purpose of this paper is to analyse the important role of training (specifically, training relevance and training transfer) in enhancing franchisor-franchisee relationship satisfaction, and its influence upon customer performance (e.g., customer satisfaction, quality service), all driven by an internal marketing (IM) culture.Design/methodology/approachAn empirical study consisting of a questionnaire was conducted on a final sample of 157 individuals who are members of the franchise system. Structural equation modelling (SEM) was used to test the research hypotheses.FindingsThe results reveal that IM culture has a direct influence on training relevance; likewise, training relevance provides a positive and significant effect on training transfer, which does directly affect franchisor-franchisee relationship satisfaction and at least also impacts indirectly on customer performance.Practical implicationsIn order to ensure the success of the franchise system and customer satisfaction, all franchise parties should take a proactive role in the configuration of the training programmes. This proactive role should be conformed based on an IM culture developed properly by the franchise to strengthen a successful long-term relationship.Originality/valueThis paper provides an innovative approach to strengthen the franchisor-franchisee relationship through training based on the IM culture. This exploratory study integrates different theoretical frameworks that, to our knowledge, have not been linked, such as IM culture and franchise literature, considering the franchisee as an internal customer who has an influence on external customer satisfaction, with training and training transfer as essential key factors.

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Section: Theoretical Implicationsmentioning

confidence: 63%

Section: Franchisor-franchisee Relationship Satisfaction and Customermentioning

confidence: 99%

Section: Franchisor-franchisee Relationship Satisfaction and Customermentioning

confidence: 99%

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Training as an internal marketing tool within the franchise system

Domínguez-Falcón

Monroy

Sánchez

et al. 2021

JSTP

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“…Trust reduces franchisees' discernment of risk and ambiguity related to the franchisor, delivers steadiness to the franchise partnership, and thus creating a solid ground for the business (Altinay et al, 2014). In particular, franchisees are obliged when they perceive that they have been treated honestly, fairly, and attentively and that they are not being exploited by the franchisor, and when the franchisor has adequate flexibility to acclimate to the dynamic business environment (Kalargyrou et al, 2018).…”

Section: Trust In Franchisormentioning

confidence: 99%

Franchisee-Franchisor Relationship Quality and Its Impact on Restaurants' Operational and Financial Performance: An Application of Leader-Member Exchange Theory

Kamar

Alsetoohy

2021

Journal of Association of Arab Universities for Tourism and Hos

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Franchising has evolved as one of the most prevalent business expansion strategies. Essentially, the success of this strategy depends on the dynamic and collaborative relationship between the contracting parties (Franchisor and Franchisee). A franchising relationship is unique and more complicated than conventional business relationships because it is not only a contractual relationship but is also a systematic engagement and partnership. Hence, there is imperative to identify the factors that shape and influence such a relationship. Drawing on the theory of the Leader-Member Exchange (LMX), this study employed an integrated approach to identify the main factors affecting the franchisee-franchisor relationship quality and the extent of their impact on the operational and financial performance of franchise restaurants in Egypt. The integrated model was examined based on data from (50) local and international franchise restaurants in Egypt. The findings indicated that mutual trust, commitment, and franchisor support are essential determinants of the franchisee-franchisor relationship quality. Though the three dimensions had varying degrees of impact, trust and support had the strongest effect. Moreover, the results implied that the mutual relationship between franchisors and franchisees has a direct positive impact on the operational and competitive performance while having an indirect influence on the overall performance of the restaurants. The findings intimate significant theoretical and practical implications.

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“…Conforme Kalargyrou et al (2017), a satisfação pode ser entendida como o contentamento do franqueado, ou seja, um estado positivo e afetivo, resultante das expectativas não econômicas e econômicas atendidas na relação com o franqueador. É essa a definição conceitual adotada neste estudo, sendo a satisfação avaliada, operacionalmente, a partir da percepção dos franqueados acerca do suporte oferecido pelos franqueadores, com base em um índice composto pelos seguintes indicadores: qualidade do treinamento, qualidade da consultoria de campo e qualidade do manual de operações.…”

Section: Introductionunclassified

Association between satisfaction and performance in franchise networks: a study from the perspective of correspondence analysis

Viana

Azevedo

Pereira

2022

IBJESB

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Objective: to analyze the associative relationship between the performance of franchise networks and the level of satisfaction of franchisees, under the hypothesis that the level of satisfaction of franchisees has a positive association with the performance of the network. Methodology/approach: operationally, descriptive and documentary research with a quantitative approach was carried out in 106 Brazilian franchise networks from 12 different sectors comprising 20,261 franchised units. The data, referring to the fiscal year 2019, were compiled from yearbooks edited and audited by the Brazilian Franchising Association and Serasa Experian (PEGN). The categorical variables used in the research were: (i) network performance, (ii) franchisee satisfaction, (iii) network age, (iv) network size, and (v) franchise rate. Main results: through descriptive statistics and application of the exploratory technique of Correspondence Analysis, the study results confirm that the franchisee's satisfaction has a positive association with the network performance. Theoretical/ methodological contributions: these results contribute to the robustness of scientific research on franchising, specifically in the field of study on the relationship between franchisor and franchisee. Relevance/originality: this study empirically validates an association proposed in the literature involving satisfaction and performance in the context of franchises. Social/management contributions: this study also offers managerial input by reinforcing the importance of franchisors supporting their franchisees.

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Antecedents and consequences of Franchisee satisfaction in the U.S. restaurant industry

Cited by 11 publications

References 34 publications

Training as an internal marketing tool within the franchise system

Training as an internal marketing tool within the franchise system

Franchisee-Franchisor Relationship Quality and Its Impact on Restaurants' Operational and Financial Performance: An Application of Leader-Member Exchange Theory

Association between satisfaction and performance in franchise networks: a study from the perspective of correspondence analysis

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