The Impact of Communication on Satisfaction and Loyalty in the Franchise System: Subjective Viewpoints of Franchisees

Lee, Kuan-Yin; Hsu, Ying-Chiech; Huang, Hui-Ling

doi:10.1007/978-3-8349-8099-1_6

Cited by 2 publications

(2 citation statements)

References 56 publications

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“…A franchised business is, by nature, a geographically dispersed organization; therefore, communication can easily become a barrier against efficiency and the quality of service provided (Grunber, 1997). Lee, Hsu, and Huang (2008) showed how communication plays an important role in the franchise system. The authors found that collaborative communication determined the relationship between franchisors and franchisees.…”

Section: Literature Reviewmentioning

confidence: 99%

Factors Influencing Intranet Acceptance in Restaurant Industry: Use of Technology Acceptance Model

Park¹,

Park²,

Heo³

2018

IBR

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This study examines factors influencing the user acceptance of intranets in the restaurant industry. The study uses the application of the technology acceptance model (TAM) in explaining intranet usage in restaurant operations. The TAM is an exceptional model for which to predict system usage and has been successfully applied to numerous technologies. The original model was modified to include two independent variables: organization support and information quality. The survey collected data from restaurants in the United States. The results of the study showed that perceived usefulness was the main factor influencing intranet acceptance, while organization support, information quality, and perceived ease of use were not significant in the regression analysis. The findings indicate perceived usefulness of intranet use requires focus in order to improve communications in restaurant franchise systems.

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Section: Literature Reviewmentioning

confidence: 99%

Factors Influencing Intranet Acceptance in Restaurant Industry: Use of Technology Acceptance Model

Park¹,

Park²,

Heo³

2018

IBR

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“…Moreover, studies show almost unequivocally that high-quality, frequent communication and information exchange between franchisors and franchisees reduce the probability of negative franchisee exit (Frazer and Winzar 2005). Moreover, it has a positive effect on franchisee satisfaction, intention to remain, success and perceived competitive position across countries and industries and regardless of the methodology used (Abdullah et al 2008;Bordonaba-Juste and Polo-Redondo 2008b;Chiou et al 2004;Dubost et al 2008;Falbe and Welsh 1998;Gassenheimer et al 1996;Hing 1996;Lee et al 2008;Rodriguez et al 2005). Only Gillis and Combs (2009) indicated possible negative effects of exchanging knowledge.…”

Section: The Relationship Between Franchisor and Franchiseementioning

confidence: 99%

Making Franchising Work: A Framework Based on a Systematic Review

Nijmeijer

Fabbricotti

Huijsman

2013

Int J Management Reviews

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There is a large and fragmented literature that examines the nature of franchising. This paper aims to collect all the empirical evidence on the factors that make franchising work and to integrate this evidence in a framework. A narrative synthesis was performed of 126 peer‐reviewed empirical journal articles. This review shows how the outcomes of franchising are determined by five major clusters of factors: ownership structure, business format design, contract design, behavior of the franchisor and the franchisee and their interaction, and the age and size of the system and its units. It identifies what franchisors and franchisees need to do to be successful and which evidence gaps and conflicting results remain. To yield better outcomes for both the franchisor and the franchisee, they should work on a recognizable brand name and a good working relationship; in addition, they should have suitable skills and attitudes as well as contractual exclusive territories. For further improvement of franchisee outcomes, high‐quality franchisor support, decentralized decision‐making, selection tools and fair contracts are essential. The effects of a high franchise proportion, active ownership, knowledge exchange and standardized operating instructions are contingent on other structural and contextual factors in the system. Conflicts and tying should be prevented. Hardly any research has been undertaken into which franchise designs are valued by customers. The authors have launched a research agenda for further research, from various theoretical perspectives, into the interactions between system elements, actors and contexts.

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The Impact of Communication on Satisfaction and Loyalty in the Franchise System: Subjective Viewpoints of Franchisees

Cited by 2 publications

References 56 publications

Factors Influencing Intranet Acceptance in Restaurant Industry: Use of Technology Acceptance Model

Factors Influencing Intranet Acceptance in Restaurant Industry: Use of Technology Acceptance Model

Making Franchising Work: A Framework Based on a Systematic Review

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