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Mapping the profiles of franchisees: getting to know the black sheep, rough diamonds, whingers and best buddies
School of Marketing
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....
Persistent link: https://www.econbiz.de/10009434825
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Interrelations of service quality and service loyalty dimensions in medical tourism : a structural equation modelling approach
Debata, Bikash Ranjan; Patnaik, Bhaswati; Mahapatra, … - In: Benchmarking : an international journal ; BIJ 22 (2015) 1, pp. 18-55
Persistent link: https://www.econbiz.de/10010519965
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An innovative framework for performance analysis of members of supply chains
Chithambaranathan, P.; Subramanian, Nachiappan; … - In: Benchmarking : an international journal ; BIJ 22 (2015) 2, pp. 309-334
Persistent link: https://www.econbiz.de/10011279597
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The impact of cyberostracism on online complaint handling : is "automatic reply" any better than "no reply"?
Mattila, Anna S.; Andreau, Luisa; Hanks, Lydia; Kim, … - In: International journal of retail & distribution management 41 (2013) 1, pp. 45-60
Persistent link: https://www.econbiz.de/10009711832
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Developing customer-focused public sector reward schemes : evidence from the Botswana government's performance-based reward system (PBRS)
Kealesitse, Botshabelo; O'Mahony, Barry; Lloyd-Walker, … - In: International journal of public sector management : IJPSM 26 (2013) 1, pp. 33-55
Persistent link: https://www.econbiz.de/10009712879
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Service satisfaction in E_electricity service in Odisha ( a state of India) by structural equation modeling
Satapathy, Suchismita; Mahapatra, Siba Sankar; Patel, S. K. - In: Benchmarking : an international journal ; BIJ 21 (2014) 4, pp. 634-650
Persistent link: https://www.econbiz.de/10010385857
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Business service market share, international operation strategy and performance
Lee, Chia-chi - In: Baltic journal of management 8 (2013) 4, pp. 463-485
Persistent link: https://www.econbiz.de/10010203980
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Towards an approach to signage management quality (SMQ)
Bonfanti, Angelo - In: The journal of services marketing 27 (2013) 4, pp. 312-321
Persistent link: https://www.econbiz.de/10009788847
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The servicescape as an antecedent to service quality and behavioral intentions
Hooper, Daire; Coughlan, Joseph; Mullen, Michael R. - In: The journal of services marketing 27 (2013) 4, pp. 271-280
Persistent link: https://www.econbiz.de/10009788854
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Shopping in downtown : the effect of urban environment on service quality perception and behavioural intentions
De Nisco, Alessandro; Warnaby, Gary - In: International journal of retail & distribution management 41 (2013) 9, pp. 654-670
Persistent link: https://www.econbiz.de/10009788898