Affiliation:
1. Universidad Pablo de Olavide, Spain
Abstract
ABSTRACT This study contributes to the limited literature on the satisfaction of travel agency franchisees. Specifically, it aims to identify strengths and weaknesses of the system from the perspective of the franchisee. This study would enable franchisors to identify areas in which franchisees are less satisfied. If franchisees are satisfied with numerous aspects that influence the franchisor-franchisee relationship, the latter may have a high degree of loyalty towards their franchisors and this would benefit the entire network. This article uses a variant of the classic importance-performance model from Martilla and James (1977) and others (Ábalo, Varela, & Rial, 2006; Picón, Varela, & Braña, 2011). The results show that the attributes travel agency franchisees feel more dissatisfied with are: chain advertising, ongoing support from franchisors, the initial franchisor support, delivery from the franchisors, and training provided by franchisors.
Subject
Marketing,Strategy and Management,Industrial relations,Business and International Management,Business, Management and Accounting (miscellaneous),Management of Technology and Innovation,Management Science and Operations Research,Information Systems and Management,Organizational Behavior and Human Resource Management
Reference70 articles.
1. El análisis de Importancia-Valoración aplicado a la gestión de servicios;Ábalo J.;Psicothema,2006
2. The use of importance-performance analysis as an evaluative technique in adult education;Alberty S.;Evaluation Review,1989
3. La Franquicia de la A a la Z: Manual para el franquiciador y el franquiciado;Alonso M.,2003
4. Factors influencing relationship development in franchise partnerships;Altinay L.;Journal of Services Marketing,2012
5. Selecting franchise partners: Tourism franchisee approaches, processes and criteria;Altinay L.;Tourism Management,2013
Cited by
7 articles.
订阅此论文施引文献
订阅此论文施引文献，注册后可以免费订阅5篇论文的施引文献，订阅后可以查看论文全部施引文献