Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.]

• Main Authors: Abdullah, Firdaus, Alwi, Mohd Rashidee, Voon, Boo Ho, Lee, Nagarajah
• Format: Article
• Language: English
• Published: Institute of Research, Development and Commercialization (IRDC) 2008
• Subjects: Customer services. Customer relations; Franchises (Retail trade)
• Online Access: https://ir.uitm.edu.my/id/eprint/13050/1/AJ_FIRDAUS%20ABDULLAH%20SMRJ%2007%201.pdf; https://ir.uitm.edu.my/id/eprint/13050/; https://smrj.uitm.edu.my/

This study attempts to explore different approaches of franchisee satisfaction within an academic setting, develop and validate a new measuring instrument, examine the key factors and their influence on performance and intention to remain in the network and eventually manage the franchise network f...