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dc.contributor.convenorMike Ewing and Felix Mavondo
dc.contributor.authorGrace, Debra
dc.contributor.authorWeaven, Scott
dc.contributor.authorZhai, Sen-Jing
dc.contributor.editorSandra Luxton
dc.date.accessioned2017-05-03T12:55:22Z
dc.date.available2017-05-03T12:55:22Z
dc.date.issued2009
dc.date.modified2010-06-10T22:21:47Z
dc.identifier.refuriwww.anzmac.org
dc.identifier.urihttp://hdl.handle.net/10072/29781
dc.description.abstractEssentially, the degree to which the franchising relationship is effective in facilitating a mutually beneficial exchange depends, to a great extent, on the behaviour of the franchisor. Just as service providers provide intangible products in order to orchestrate viable solutions for customers so, too, the franchisor is the service provider of business solutions for the franchisee (customer). This paper documents the first exploratory phase of research that investigates service quality in franchising (FRANQUAL). In doing so, five franchising quality dimensions (e.g., mechanics, expertise transfer, simplicity, openness and equity) result from in-depth interviews with 22 franchisees.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.format.extent22265 bytes
dc.format.extent156822 bytes
dc.format.mimetypetext/plain
dc.format.mimetypeapplication/pdf
dc.languageEnglish
dc.language.isoeng
dc.publisherANZMAC
dc.publisher.placeMelbourne, Australia
dc.publisher.urihttp://anzmac2009.org/
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofconferencenameAustralian and New Zealand Marketing Academy (ANZMAC) Conference 2009
dc.relation.ispartofconferencetitleProceedings of ANZMAC Conference 2009
dc.relation.ispartofdatefrom2009-11-30
dc.relation.ispartofdateto2009-12-02
dc.relation.ispartoflocationMelbourne
dc.rights.retentionY
dc.subject.fieldofresearchMarketing Management (incl. Strategy and Customer Relations)
dc.subject.fieldofresearchcode150503
dc.titleAn exploration of service quality in franchising relationships (FRANQUAL)
dc.typeConference output
dc.type.descriptionE1 - Conferences
dc.type.codeE - Conference Publications
gro.facultyGriffith Business School, Department of Marketing
gro.rights.copyright© 2009 ANZMAC. The attached file is reproduced here in accordance with the copyright policy of the publisher. Please refer to the conference website for access to the definitive, published version.
gro.date.issued2009
gro.hasfulltextFull Text
gro.griffith.authorWeaven, Scott K.
gro.griffith.authorGrace, Debra A.


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  • Conference outputs
    Contains papers delivered by Griffith authors at national and international conferences.

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