Franchisees' trust in and satisfaction with franchise partnerships

Altınay, Levent; Brookes, Maureen; Madanoglu, Melih; Aktas, Gurhan

doi:10.1016/j.jbusres.2013.11.034

Cited by 79 publications

(66 citation statements)

References 37 publications

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“…Yeung et al (2013) Trust is a key contributor to satisfaction. Altinay et al (2014) Trust and commitment are key to securing satisfaction, and the latter is central to ensuring customer loyalty. Human and Naudé (2014) Satisfaction is that part of the buyer-supplier relational experience where the parties decide to continue with the relationship or not.…”

Section: Theron Terblanche and Boshoff (2012)mentioning

confidence: 99%

Antecedents and outcomes of satisfaction in buyer–supplier relationships in South Africa: A replication study

Roberts-Lombard

Mpinganjira

Svensson

2017

SAJEMS

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Background: There is a clear difference of opinion amongst researchers on the interrelatedness of the variables trust, commitment, satisfaction, coordination, cooperation and continuity in a business-to-business (B2B) environment. The reason is that in previous studies much emphasis has been placed on creating and testing new theories, and not on providing practical generalities.Aim: The aim of this study was to determine how the variable satisfaction is positioned in relation to trust and commitment, and how satisfaction relates to the variables coordination, cooperation and continuity in a South African B2B environment.Setting: This study replicates a similar study conducted in 2013 in a B2B environment in South Africa and hopes to validate the outcome of that study by determining the relationship between the constructs postulated in the current study. The relationships between the different constructs in the proposed model will, therefore, provide a longitudinal perspective which is unique in terms of B2B research in South Africa.Methods: Both the original and replication studies followed a quantitative approach and targeted large companies in South Africa. In the original study, data were collected from 500 large South African companies, while in the replication study data were collected from 250 large companies. Structural equation modelling was used to analyse the data.Results: The findings specifically point to the need for organisations to direct resources towards the establishment of relationships that are founded on trust and commitment. Doing so will help ensure increased satisfaction, which, in turn, will result in greater coordination and cooperation in B2B relationships as well as long-term continuation of the relationship.Conclusion: The foundation for strong B2B relationships is to secure customer satisfaction. Business managers ought to understand that when business customers are dissatisfied, it can result in the discontinuation of the business relationship.

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Section: Theron Terblanche and Boshoff (2012)mentioning

confidence: 99%

Antecedents and outcomes of satisfaction in buyer–supplier relationships in South Africa: A replication study

Roberts-Lombard

Mpinganjira

Svensson

2017

SAJEMS

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“…However, mainly during the last 10 years, scholars begin to approach franchising growing with other than the traditional views. Institutional and/or resource base-view perspectives are two of these perspectives that arise with a nontraditional economic view of franchising, although other perspectives who works with social (L. Altinay, Brookes, Madanoglu, & Aktas, 2014;Barthélemy, 2011) and individual aspects (Dada, 2013;Dant, Weaven, & Baker, 2013) have increased their presence in the field. Probably, these two theories take into account the importance of to make partners whose help them legitimate their operation, for instance, in new countries (Marie Doherty, Chen, & Alexander, 2014) and so, to have access to different resources (Smith & Seawright, 2015 …”

Section: Contemporary Studies In Franchisingmentioning

confidence: 99%

Evolution in franchising: Trends and new perspectives

Varotto

Aureliano-Silva

2017

Internext

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The Singer Company established a network of resellers for sewing machines. Nowadays franchising is one of the fastest developing forms of business in the world. The evolution of theories that seek to explain franchise systems have been published in academic journals from time to time, but until now there was not a study that have established a social network analysis to quantify the degree of centrality and cohesion of the relationship between the main authors, journals, methods and theories in franchise. Therefore, the main purpose of this study is to extend the knowledge about franchising through an extensive research on its main theoretical perspectives into relevant international academic journals, showing the evolution of the field, highlighting the principal issues, authors and methods. Through a selection of 130 articles ranging from 1966 to 2015 the study investigates five relevant theories in franchising: (1) Resource Acquisition Theory, (2) Agency Theory, (3) Transaction Cost Analysis, (4) Signaling Theory, and (5) Property Rights Theory. A descriptive statistical analysis was done in order to identify the main authors and trends with the most used associated theories in franchise papers. The findings show agency theory and signaling theory, and resource scarcity theory as the main perspectives used in studies about franchising, but other perspectives have been increasing its presence, mainly the institutional theory and resource based-view perspective. The main dependent and independent variables cover a wide range of constructs, but ownership, performance, age, size, growth, geographical dispersion, and internationalization have been the most cited.

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“…Franchising relationships are highly dependent on the extent to which franchisors develop, customize, and transmit knowledge within franchise systems (Gorovaia & Windsperger, 2010). Franchisees depend on franchisors for system-specific knowledge as well as training, operational and business analysis support from franchisors (Altinay et al, 2014). Franchisors' transaction-specific knowledge investments span from knowledge about operating a franchising unit in an efficient and effective manner to assistance with tactical and strategic business problems (Paswan, D'Souza, & Rajamma, 2014).…”

Section: Transaction-specific Factorsmentioning

confidence: 99%

“…As Davies et al (2011, p. 324) note, "As a system characterized by mutual interdependence but asymmetrical control, the success of franchising is heavily contingent upon significant manifestations of trust between the franchisor and franchisee." When franchisees trust franchisors, they become more confident about the franchisors' competence and integrity, which in turn leads to cooperative and supportive behaviors (Altinay et al, 2014;Davies et al, 2011). Therefore, trust becomes the glue that holds franchising relationships together (Kaufmann & Dant, 1992).…”

Section: Relationship-specific Factorsmentioning

confidence: 99%

“…As franchisees are the most important brand touchpoints to consumers, understanding the nature and drivers of their relationships with franchised brands would shed further light on how franchisors can manage the equity of their brands. Second, studies on franchisor-franchisee relationships have overwhelmingly been from the franchisor's perspective and relatively fewer studies have focused on the franchisee's perceptions of the drivers and outcomes of such relationships (Altinay, Brookes, Madanoglu, & Aktas, 2014;Croonen & Brand, 2015;Meek, Davis-Sramek, Baucus, & Germain, 2011). Understanding the franchisee's perspective would enable franchisors to make informed decisions regarding policies, procedures, relationship building activities, and brand management strategies (Dant, Grünhagen, & Windsperger, 2011).…”

Section: Introductionmentioning

confidence: 99%

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