The DOI matches its Crossref record.
Linking Relationship Quality and Service Quality in Franchise Systems: Model and Measurement
Abstract
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.
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Information exchange between franchisees and franchisors is instrumental for attaining both firm-specific and systemic goals within franchise systems.
“Information exchange between franchisees and franchisors is viewed as instrumental for the attainment of both firm-specific and systemic goals within franchise systems.”
From Control techniques and upward flow of information in franchising in distant markets: conceptualization and preliminary evidence (1998) · cites this paper as Dant, Li, and Wortzel (1995)
Information exchange is a significant dimension of franchisor-franchisee relationship quality, linking service quality to relationship quality.
“Dant, Li, and Wortzel (1995) also specify information exchange as a significant dimension of franchisor-franchisee relationship quality by linking service quality to relationship quality.”
From Control techniques and upward flow of information in franchising in distant markets: conceptualization and preliminary evidence (1998) · cites this paper as Dant, Li, and Wortzel 1995
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Dant, R. P., & Nasr, N. I. (1998) · Journal of Business Venturing · doi:10.1016/s0883-9026(97)00040-2 · Cited by 168
Self-citation
Metadata
- Authors
- Dant, R. P., Li, Z. G., & Wortzel, L. H.
- Affiliations
- Boston University (US)
- University of San Francisco (US)
- Venue
- Journal of Marketing Channels
- Publisher
- Informa UK Limited
- Published
- 1995-01
- Volume
- 4
- Issue
- 1-2
- Pages
- 103-124
- ISSN
- 1046-669X (ISSN-L)
- 1540-7039
- OpenAlex
- W1537408904
- Cited by
- 14
- References
- 0
- Citations by year
- 2022: 1 · 2016: 1 · 2015: 1 · 2013: 2
- FWCI
- 5.34
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Marketing Channels (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Strategy and Management › Franchising Strategies and Performance
- Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Management Information Systems › Quality and Supply Management
- Keywords
- franchise systems, franchisor-franchisee relationship, relationship quality, service quality, relationship measurement, operational measures
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Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
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