Mapping the profiles of franchisees: getting to know the black sheep, rough diamonds, whingers and best buddies
The purpose of this paper is to investigate franchisees' perception of the value of quality service in the franchise system. Two dimensions, perceived importance and perceived gaps of the quality of the franchise system, form the anchors of a proposed 2 x 2 franchise system quality(FSQ) matrix....
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| Format: | Journal Article |
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Emerald Group Publishing Limited
2009
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| Online Access: | http://hdl.handle.net/20.500.11937/37747 |