Combined effects of franchise management strategies and employee service performance on customer loyalty : a multilevel perspective
Year of publication: |
October 2018
|
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Authors: | Ramaseshan, B. ; Rabbanee, Fazlul K. ; Burford, Oksana |
Published in: |
Journal of strategic marketing. - Abingdon : Taylor & Francis, ISSN 0965-254X, ZDB-ID 1279794-7. - Vol. 26.2018, 6, p. 479-497
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Subject: | Franchise business | employee service performance | innovative culture | support services | autonomy | customer loyalty | Franchising | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Dienstleistungssektor | Service industry |
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