An exploratory study of franchisee turnover and its relationship with franchisee satisfaction

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dc.contributor.authorChiu, Esther Y.en
dc.contributor.committeechairKhan, Mahmood A.en
dc.contributor.committeememberMurrmann, Suzanne K.en
dc.contributor.committeememberBrown, James R.en
dc.contributor.departmentHotel, Restaurant, and Institutional Managementen
dc.date.accessioned2014-03-14T21:46:54Zen
dc.date.adate2009-10-06en
dc.date.available2014-03-14T21:46:54Zen
dc.date.issued1992-05-15en
dc.date.rdate2009-10-06en
dc.date.sdate2009-10-06en
dc.description.abstractThe purpose of this study is to investigate franchisee turnover practice and empirically test the relationship between franchisee satisfaction and turnover behavior. A total of 402 franchisees of a quick service franchise system were surveyed by using two sets of structured questionnaires. Sixty-seven current and 24 terminated franchisee participated in the study, yielding a response rate of 29.8%. Based on the objective and research questions, two hypotheses were established and tested. The testing of the hypotheses indicated a significant difference between the satisfaction of terminated and current franchisees on service support, social interaction, and general satisfaction. Also, there is a relationship between franchisee’s satisfaction and his or her future intention. Through factor analysis two critical factors were identified closely related to the satisfaction and future intention of current and terminated franchisees.en
dc.description.degreeMaster of Scienceen
dc.format.extentxii, 158 leavesen
dc.format.mediumBTDen
dc.format.mimetypeapplication/pdfen
dc.identifier.otheretd-10062009-020109en
dc.identifier.sourceurlhttp://scholar.lib.vt.edu/theses/available/etd-10062009-020109/en
dc.identifier.urihttp://hdl.handle.net/10919/45011en
dc.language.isoenen
dc.publisherVirginia Techen
dc.relation.haspartLD5655.V855_1992.C548.pdfen
dc.relation.isformatofOCLC# 26088356en
dc.rightsIn Copyrighten
dc.rights.urihttp://rightsstatements.org/vocab/InC/1.0/en
dc.subject.lccLD5655.V855 1992.C548en
dc.subject.lcshFranchises (Retail trade)en
dc.subject.lcshRestaurant managementen
dc.titleAn exploratory study of franchisee turnover and its relationship with franchisee satisfactionen
dc.typeThesisen
dc.type.dcmitypeTexten
thesis.degree.disciplineHotel, Restaurant, and Institutional Managementen
thesis.degree.grantorVirginia Polytechnic Institute and State Universityen
thesis.degree.levelmastersen
thesis.degree.nameMaster of Scienceen

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