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@article{1662816,
author = {Jirásek, Michal and Gaffke, Susanne Maria and Windsperger, Josef},
article_location = {Abingdon},
article_number = {2},
doi = {http://dx.doi.org/10.1080/0965254X.2020.1746823},
keywords = {Franchisee satisfaction; performance feedback theory; relationship quality; financial performance; service performance},
language = {eng},
issn = {0965-254X},
journal = {Journal of Strategic Marketing},
title = {Determinants of overall franchisee satisfaction: application of the performance feedback theory},
url = {http://dx.doi.org/10.1080/0965254X.2020.1746823},
volume = {30},
year = {2022}
}
TY - JOUR
ID - 1662816
AU - Jirásek, Michal - Gaffke, Susanne Maria - Windsperger, Josef
PY - 2022
TI - Determinants of overall franchisee satisfaction: application of the performance feedback theory
JF - Journal of Strategic Marketing
VL - 30
IS - 2
SP - 221-238
EP - 221-238
PB - TAYLOR & FRANCIS LTD
SN - 0965254X
KW - Franchisee satisfaction
KW - performance feedback theory
KW - relationship quality
KW - financial performance
KW - service performance
UR - http://dx.doi.org/10.1080/0965254X.2020.1746823
L2 - http://dx.doi.org/10.1080/0965254X.2020.1746823
N2 - 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.
ER -
JIRÁSEK, Michal, Susanne Maria GAFFKE a Josef WINDSPERGER. Determinants of overall franchisee satisfaction: application of the performance feedback theory. \textit{Journal of Strategic Marketing}. Abingdon: TAYLOR \&{} FRANCIS LTD, 2022, roč.~30, č.~2, s.~221-238. ISSN~0965-254X. Dostupné z: https://dx.doi.org/10.1080/0965254X.2020.1746823.
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