Determinants of overall franchisee satisfaction: application of the performance feedback theory
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F22%3A00124834" target="_blank" >RIV/00216224:14560/22:00124834 - isvavai.cz</a>
Result on the web
<a href="http://dx.doi.org/10.1080/0965254X.2020.1746823" target="_blank" >http://dx.doi.org/10.1080/0965254X.2020.1746823</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.1080/0965254X.2020.1746823" target="_blank" >10.1080/0965254X.2020.1746823</a>
Alternative languages
Result language
angličtina
Original language name
Determinants of overall franchisee satisfaction: application of the performance feedback theory
Original language description
Franchisee satisfaction in a franchise network has various consequences, from stimulating the implementation of new practices up to the decision to stay in or leave the network. This paper aims to examine the performance antecedents of overall franchisee satisfaction. We posit that satisfaction is influenced by three performance dimensions: financial, service, and relationship performance. We argue that increasing performance on any of these three dimensions leads to higher franchisee satisfaction. Based on a sample of franchisees from Germany and Austria, the findings show that relationship performance (quality) consistently predicts changes in satisfaction and mediates the effect on satisfaction of the other important performance factor – financial performance relative to competitors. Overall, this study contributes to the franchising and retail literature by applying Cyert and March’s performance feedback theory to explain overall franchisee satisfaction.
Czech name
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Czech description
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Classification
Type
J<sub>imp</sub> - Article in a specialist periodical, which is included in the Web of Science database
CEP classification
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OECD FORD branch
50204 - Business and management
Result continuities
Project
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Continuities
N - Vyzkumna aktivita podporovana z neverejnych zdroju
Others
Publication year
2022
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Name of the periodical
Journal of Strategic Marketing
ISSN
0965-254X
e-ISSN
1466-4488
Volume of the periodical
30
Issue of the periodical within the volume
2
Country of publishing house
GB - UNITED KINGDOM
Number of pages
18
Pages from-to
221-238
UT code for WoS article
000546026000001
EID of the result in the Scopus database
2-s2.0-85087116113