The Effective Delivery of Franchisor Services: A Comparison of U.S. and German Support Practices for Franchisees

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Title The Effective Delivery of Franchisor Services: A Comparison of U.S. and German Support Practices for Franchisees
Author Grunhagen, Marko; DiPietro, Robin B.; Stassen, Robert E.; Frazer, Lorelle
Journal Name Journal of Marketing Channels
Editor Bert Rosenbloom/Joyce A. Young
Year Published 2008
Place of publication 325 Chestnut Street, Philadelphia, PA 19106
Publisher Taylor and Francis Group
Abstract Conventional wisdom suggests that more services offered by franchisors should lead to fewer complaints from franchisees, and that franchisees ought to be better off with additional support provided. We set out to differentiate those services that are truly effective and are perceived as beneficial by franchisees from those that may have little effect or may even be perceived as counterproductive. Our survey targeted franchisors in the U.S. and in Germany, comparing the most mature franchise market globally to one that is relatively young. System disruption was found to be dependent on the maturity of the market, as little differentiation is provided in the very mature U.S. market, but considerable differentiation exists in the younger German market. Also, the size of the system matters, as bigger systems typically provide more services. Finally, different types of services have varying levels of effectiveness in the less mature franchise market in Germany.
Peer Reviewed Yes
Published Yes
Alternative URI http://dx.doi.org/10.1080/10466690802064034
Copyright Statement Copyright 2008 Routledge. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal website for access to the definitive, published version.
Volume 15
Issue Number 4
Page from 315
Page to 335
ISSN 1046-669X
Date Accessioned 2009-02-13
Language en_AU
Faculty Griffith Business School
Subject PRE2009-Marketing and Market Research
URI http://hdl.handle.net/10072/26603
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1e

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