Mapping the profiles of franchisees: getting to know the black sheep, rough diamonds, whingers and best buddies

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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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Bibliographic Details
Main Authors:	Huang, Y., Phau, Ian
Format:	Journal Article
Published:	Emerald Group Publishing Limited 2009
Subjects:	Australia Customer services quality Franchising
Online Access:	http://hdl.handle.net/20.500.11937/37747

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