(3.215.180.226) 您好!臺灣時間:2021/03/09 03:01
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果

詳目顯示:::

我願授權國圖
: 
twitterline
研究生:陳源興
研究生(外文):Tran Nguyen Hung
論文名稱:An Investigation of Factors Affecting the Relationship between Franchisee and Franchisor: A Study of the Vietnamese Retail Franchising
論文名稱(外文):An Investigation of Factors Affecting the Relationship between Franchisee and Franchisor: A Study of the Vietnamese Retail Franchising
指導教授:林育理林育理引用關係
指導教授(外文):Yu-Li Lin
學位類別:碩士
校院名稱:南台科技大學
系所名稱:企業管理系
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2010
畢業學年度:98
語文別:英文
論文頁數:126
中文關鍵詞:Franchisingquality of relationshipsatisfactionperformancetrustcommitmentstructural equations model
外文關鍵詞:Franchisingquality of relationshipsatisfactionperformancetrustcommitmentstructural equations model
相關次數:
  • 被引用被引用:0
  • 點閱點閱:177
  • 評分評分:系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔
  • 下載下載:24
  • 收藏至我的研究室書目清單書目收藏:0
For decades saw the fast growth and high success of franchising in global market but the very early stage of franchising in Vietnam market. Previous researches about franchising have considerably contributed to better understanding of relationships between franchisor and franchisee. However, the franchisor-franchisee relationship has yet to be fully explored, knowledge of the factors that produce a high quality relationship between franchisor and franchisee are critical to the advancement of knowledge in the retail industry.

Leader-Member Exchange (LMX) theory is offered of an effective theoretical model of antecedents that can predict the effectiveness the franchisor-franchisee relationship.

Using the survey responses of Vietnamese franchisees in fashion, food service and beverage industry, this study will develop and test a theoretical model of quality of franchisor-franchisee relationship to determine the impacts of the quality of the relationship between franchisor and franchisee on franchisee’s job performance, job satisfaction, franchisee trust and commitment. The study additionally finds the role as determinants of relationship success of trust and commitment and the importance of evaluation of franchisor support to the success of such relationship.

The model proposed has been tested with 500 franchisees operating in the retail (fashion, food and beverage) in the Vietnamese franchised distribution system. The results of this study generally support the hypothesized model and strongly support for the idea that the quality of the relationship will lead to higher level of franchisee’s job satisfaction, performance business, trust and commitment. This study also confirms the importance of the franchisor’s support and mediating role of trust and commitment to the success of franchising relationship. Finally, this study provides franchisors with valuable information for establishing an effective management to improve the relationship between franchisor and franchisee and thus improves the rate of success of both franchisee and franchisor.
For decades saw the fast growth and high success of franchising in global market but the very early stage of franchising in Vietnam market. Previous researches about franchising have considerably contributed to better understanding of relationships between franchisor and franchisee. However, the franchisor-franchisee relationship has yet to be fully explored, knowledge of the factors that produce a high quality relationship between franchisor and franchisee are critical to the advancement of knowledge in the retail industry.

Leader-Member Exchange (LMX) theory is offered of an effective theoretical model of antecedents that can predict the effectiveness the franchisor-franchisee relationship.

Using the survey responses of Vietnamese franchisees in fashion, food service and beverage industry, this study will develop and test a theoretical model of quality of franchisor-franchisee relationship to determine the impacts of the quality of the relationship between franchisor and franchisee on franchisee’s job performance, job satisfaction, franchisee trust and commitment. The study additionally finds the role as determinants of relationship success of trust and commitment and the importance of evaluation of franchisor support to the success of such relationship.

The model proposed has been tested with 500 franchisees operating in the retail (fashion, food and beverage) in the Vietnamese franchised distribution system. The results of this study generally support the hypothesized model and strongly support for the idea that the quality of the relationship will lead to higher level of franchisee’s job satisfaction, performance business, trust and commitment. This study also confirms the importance of the franchisor’s support and mediating role of trust and commitment to the success of franchising relationship. Finally, this study provides franchisors with valuable information for establishing an effective management to improve the relationship between franchisor and franchisee and thus improves the rate of success of both franchisee and franchisor.
TABLE OF CONTENTS

CHAPTER 1: INTRODUCTION 1
1.1. Background 1
1.2. Problem statement 5
1.3. Objectives 6
1.4. Structure of the study 6
1.5. Chapter summary 7
CHAPTER 2: LITERATURE REVIEW 8
2.1. Franchisee-franchisor relationship 8
2.2. Conceptual model 14
2.2.1. Leader-Member exchange (LMX) theory 14
2.2.2. Components of the model 19
2.2.2.1. Evaluation of franchisor support 20
2.2.2.2. The quality of the Relationship between the Franchisor and the Franchisee 23
2.2.2.3. Franchisees’ job performance 26
2.2.2.4. Franchisee’s job satisfaction 28
2.2.2.5. Determinants of the quality of franchisor-franchisee relationship: trust and commitment 29
2.3. Chapter Summary 32
CHAPTER 3: RESEARCH METHODOLOGY 33
3.1. Hypothesized model 33
3.2. Sample design 38
3.3. Data Gathering 39
3.4. Measures 41
3.4.1. Measurement of Evaluation of the Franchisor’s Support 41
3.4.2. Measurement of the Quality of the franchisor-franchisee relationship 42
3.4.3. Measurement of Trust 43
3.4.4. Measurement of Commitment 43
3.4.5. Measurement of Job performance 44
3.4.6. Measurement of Job Satisfaction 45
3.5. Questionnaire design 46
3.6. Research methods 48
3.7. Chapter Summary 52
CHAPTER 4: DATA ANALYSIS AND RESULTS 53
4.1. Profile of the Sample 53
4.2. Descriptive statistics 55
4.3. Measurement of Model 57
4.3.1. Exploratory measurement results 57
4.3.1.1. Corrected item-total correlations 57
4.3.1.2. Exploratory factor analysis 58
4.3.1.3. Coefficient alpha and reliability 60
4.3.2. Confirmatory Factor Analysis Results 61
4.3.2.1. Partial Confirmatory Factor Analysis 61
4.3.2.2. Confirmatory factor analysis of the model 68
4.3.3. Results of hypothesis testing 73
4.4. Chapter Summary 83
CHAPTER 5: DISCUSSION AND CONCLUSION 84
5.1. Findings and Discussion 84
5.2. Limitations 86
5.3. Contribution of the Study and Suggestion for Further Research 87
5.4. Summary and Conclusions 89
REFERENCES 91
APPENDIX A 102
APPENDIX B 105
REFERENCES

Andaleeb, S. S. (1991). Trust and dependence in channel relationships: implication for satisfaction and perceived stability. In: AMA Summer Educators Conference Proceedings. American Marketing Association, Chicago, Illinois pp. 249–250.
Andaleeb, S. S. (1996). An experimental investigation of satisfaction and commitment in marketing channels: the role of trust and dependence. Journal of Retailing, 72(1), pp. 77–93.
Anderson, E. & Weitz, B. (1992). The use of pledges to build and sustain commitment in distribution channels. Journal of Marketing Research, XXIX (February), pp. 18–34.
Anderson, J. C., (1987). An approach for confirmatory measurement and structural equation modeling of organizational properties. Management Science 33 (4), 525–541.
Arbuckle, J. L., (2007). Amos Users’ Guide Version 16.0. Small Waters Corporation, Chicago, IL.
Baron, R. M. & Kenny, D. A. (1986). The Moderator-Mediator variable distinction in Social Psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51, 1173-1182.
Baucus D. A., Baucus M. S. & Human S. E. (1993). Choosing a Franchise: How Base Fees and Royalties relate to the Value of the Franchise. Journal of Small Business Management, April, 91-104.
Bauer, T. N. & Green, S. G. (1996). Development of leader-member exchange: A longitudinal test. Academy of Management Journal, 39 (6), 1538-1567.
Bearden, W. O. & Teel, J. E. (1983). Selected Determinants of Consumer Satisfaction and Dissatisfaction and Complaint Reports. Journal of Marketing Research, February, 21-28.
Bentler, P. M. & Bonett, D. G. (1980). Significance tests and goodness-of-fit in the analysis of covariance structures. Psychological Bulletin, 88, 588-606.
Bentler, P. M. (1989). EQS Structural Equations Program Manual. Los-Angels, CA: BMDP Statistical Software.
Bergen, M., Dutta, S. & Walker, O. C. (1992). Agency relationships in marketing: A review of the implications and applications of agency and related theories. Journal of Marketing, 56 (July), 1-24.
Blankenburg, D., Eriksson K. & Johanson, J. (1996). Business network and cooperation in international business relationships. Journal of International Business Studies, 27 (5) (special issue), pp. 1033–1053.
Bollen, K. A. & Lennox, R. (1991). Conventional Wisdom on Measurement: A Structural Equation Perspective. Psychology Bulletin, 110, 305-314.
Bollen, K. A., (1989). Structural Equations with Latent Variables. Wiley-InterScience Publication.
Bordonaba-Juste, M. V. & Polo-Redondo, Y. (2004). Relationships in Franchised Distribution System: the Case of the Spanish Market. International Review of Retail, Distribution & Consumer Research, Vol. 14 Issue 1, p101-127, 27p
Borys, B. & Jemison, D. B. (1989). Hybrid Arrangement as Strategic Alliances: Theoretical Issue. Academy of management, 14 (2), 234-250.
Brown, J. R. & Day, R. L. (1981). Measures of Manifest Conflict in Distribution Channels. Journal of Marketing Research, August, 263-274.
Brown, J., Lusch, R. & Nicholson, C. (1995). Power and relationship commitment: their impact on marketing channel member performance. Journal of Retailing, 71(4), pp. 363–392.
Byrne, B. M. (2001). Structural Equation Modeling with AMOS: Basic Concepts, Applications, and Programming. Lawrence Erlbaum Associates, New Jersey.
Carmines, E. G. & Zeller, R. A. (1988). Reliability and Validity Assessment. Beverly Hills: Sage.
Churchill, G. A. & Suprenant, C. (1982). An Investigation into the Departments of Consumer Satisfaction. Journal of Marketing Research, November, 491-504.
Churchill, G. A. (1991). Marketing Research: Methodological Foundation. 5th ed., The Dryden Press, New York.
Churchill, G. A., Ford, N. M. Jr. & Walker, O. C. Jr. (1974). Measuring the Job Satisfaction of Industrial Salesmen. Journal of Marketing Research, 11 (August), 254-260.
Clopton, S. W. (1984). Seller and Buying Firm Factors Affecting Industrial Buyers’ Negotiation Behavior and Outcomes. Journal of Marketing Research, 21(February), 39-53.
Cohen-Charash & Spector, (2001). The role of justice in organizations: a meta-analysis. Organizational Behavior and Human Decision Processes 86 (2001), pp. 278–321 (November).
Combs, J. G. & Castrogiovanni, G. J. (1994). Franchisor Strategy: A Proposed Model and empirical Test of Franchise vs. Company Ownership. Journal of Small Business management, April , 37-48.
Cook, K. S. (1986). Social Exchange Theory. SAGE Publications.
Crosby, L. A., Evans, K. R. & Cowles, D. (1990). Relationship Quality in Services selling: An Interpersonal Influence perspective. Journal of Marketing, 54(July), 68-81.
Dahlstrom, R. & Nygaard, A. (1999). An empirical investigation of expost transaction costs in franchised distribution channels. Journal of Marketing Research, 36(2), pp. 160–170.
Dansereau, F., Graen, G. B. & Haga, W. J. (1975). A vertical dyad linkage approach to leadership within formal organizations: A longitudinal investigation of the role making process. Organizational Behavior and Human Performance, 13, 46-78.
Deluga, R. J. (1998). Leader-Member Exchange Quality and Effectiveness Ratings. Group & Organization Management, 23 (2), 189-216.
Dienesch, R. M. & Liden, R. C. (1986). Leader-member exchange model of leadership: A critique and further development. Academy of Management Review, 11, 618-634.
Duarte, N. T., Goodson, J. R. & Klich, N. R. (1994). Effects of Dyadic Quality and Duration on Performance Appraisal. Academy of Management Journal, 37, 499-521.
Dunegan, K. J., Duchon, D. & Uhi-Bien, M. (1992). Examining the Link between Leader-Member Exchange and Subordinate Performance: The Role of Task Analyzability and Variety as Moderators. Journal of Management, 18, 59-76.
Dunn, S. C., Seaker, R.F. & Waller, M. A. (1994). Latent variables in business logistics research: Scale development and validation. Journal Business Logistics 15 (2), 145–172.
Dwyer, F., Schurr, P. & Oh, S. (1987). Developing buyer-seller relationships. Journal of Marketing, 51(April), pp. 11–27.
Elaine, E. & Lord R. G. (1997). Implicit Theories, Self-schemas, and Leader-Member Exchange. Academy of Management Journal, 40 (4), 988-1010.
Elango, B. & Fried, V. H. (1997). Franchising research: A literature review and synthesis. Journal of Small Business Management, 35 (3), 68-81.
Felstead, A. (1994). Shifting the frontier of control: Small firm autonomy within a franchise. International Journal of Small Business, 12 (2), 50-62.
Flint, D. J., Woodruff, R. B. & Gardial, S. F. (1997). Customer Value Change in Industrial Marketing Relationships: A Call for New Strategies and Research. Industrial Marketing Management, 26, 165-173.
Fornell, C. & Larcker, D. F. (1981). Evaluating structural equation models with unoberservable variables and measurement error. Journal of Marketing Research 18, 186–192.
Frazier, G. L., Gill, J. D. & Kale, S. H. (1989). Dealer Dependence Levels and Reciprocal Actions in Channels. Journal of Marketing, 53 (1), 50-70.
Fullerton, G. (2005). How commitment both enables and undermines marketing relationships. European Journal of Marketing, Vol. 39 Issue 11/12, p1372-1388
Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing, 58(2), pp. 1–19.
Garbarino, E. & Johnson, M. (1999). The different roles of satisfaction, trust and commitment in customer relationships. Journal of Marketing, 63(April), pp. 70–87.
Gaski, J. F. & Nevin, J. (1985). The Differential Effects of Exercised and Unexercised Power Sources in a Marketing Channel. Journal of Marketing Research, May, 130-142.
Gerbing, D.W. & Anderson, J.C. (1988). An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research 25, 186–192.
Geykens, I., Steenkamp, J. B. & Kumar, N. (1999). A meta- analysis of satisfaction in marketing channel relationship. Journal of Marketing Research, XXXVI (May), pp. 223–238.
Geykens, I., Steenkamp, J. B., Scheer, L. K. & Kumar, N. (1996). The effects of trust and interdependence on relationship commitment: a trans-atlantic study. International Journal of Research in Marketing, 13(4), pp. 303–317.
Graen, G. B., & Schiemann W. (1978). Leader-Member Agreement: A Vertical Dyad Linkage Approach. Journal of Applied Psychology, 63 (April), 206-212.
Graen, G. B., and Scandura, T. A. (1987). Toward a psychology of dyadic organizing. Research in Organizational Behavior, 9, 175-208.
Graen, G. B., Liden, R. C. & Hoel, W. (1982). The Role of Leadership in Employee Withdrawal Process. Journal of Applied Psychology, 67, 868-872.
Graen, G. B., Novak, M. A. & Sommerkamp, P. (1982). The Effects of Leader-Member Exchange and Job Design on Productivity and satisfaction: Testing a Dual Attachment Model. Organizational Behavior and Human Performance, 30 (August), 109-131.
Graen, G. B., Scandura, T. A. & Novak, M. A. (1986). When Manager Decide not to Decide Autocratically: An Investigation of Leader-Member Exchange and Decision Influence. Journal of Applied Psychology, 71 (4), 579-584.
Gronroos, C. (1983). Strategic Management and Marketing in the Service Sector. Boston: Marketing Science Institute.
Gundlach, G., Achrol, R. & Mentzer, J. (1995). The structure of commitment in exchange. Journal of Marketing, 59 (January), pp. 78–92.
Hair, J. F., Anderson, R. E., Tatham, R.L., & Black, W. C. (1995). Electronic data interchange and small organizations: Adoption and impact of technology. MIS Quarterly, 416 – 485.
Hair, J., Anderson, R., Tatham, R. & Black, W. (1998). Multivariate Data Analysis with Readings, 5th ed. Prentice Hall International, Upper Saddle River, NJ.
Hayek, F. A. (1989). The Collected Works of F. A. Hayek. Chicago, IL: University of Chicago Press.
Hewett, K. & Bearden, W. (2001). Dependence, trust, and relational behavior on the part of foreign subsidiary marketing operations: implications for managing global marketing operations. Journal of Marketing, 65 (October), pp. 51–66.
Hewett, K., Money, B. & Sharma, S. (2002). An exploration of the moderating role of buyer corporate culture in industrial buyer-seller relationships. Journal of the Academy of Marketing Science, 30 (3), pp. 229–239.
Hing N. (1995). Franchisee Satisfaction: Contributors and Consequences. Journal of Small Business Management, April, 12-25.
Holmbeck, G. N. (1997). Toward terminological, conceptual, and statistical clarity in the study of mediators and moderators: Examples from the child-clinical and pediatric psychology literatures. Journal of Consulting & Clinical Psychology, 65, 599-610.
Hosmer, L.T. (1995). Trust: The connecting link between organizational theory and philosophical ethics. Academy of Management Review, 20, pp. 379–403.
Hoyle, R. H. (1995). Structural Equation Modeling: Concepts, Issues, and Applications. Thousand Oaks, CA: Sage.
Hunt, S. D. & Nevin, J. R. (1974). Power in a Channel of Distribution: Sources and Consequences. Journal of Marketing Research, XI (May), 186-193.
Hunt, S. D. & Nevin, J. R. (1975). Tying Agreements in Franchising. Journal of Marketing, 39 (July), 20-26.
Hunt, S. D. (1977). Franchising: Promises, Problems, Prospects. Journal of Retailing, 53(3), Fall, 71-84.
Iaffaldano, M. T. & Muchinsky, P. M. (1985). Job satisfaction and job performance: A Meta- analysis. Psychological Bulletin, 97, 251-273.
Jap, S. & Ganesan, S. (2000). Control mechanisms and the relationship life cycle: implications for safeguarding specific investments and developing commitment. Journal of Marketing Research, XXXVII (May), pp. 227–245.
Judd, C.M. and D.A. Kenny (1981). Estimating the Effects of Social Interventions . New York: Cambridge Univ. Press.
Jutis, R. T. & Judd, R (1989). Franchising. South-western Publishing Co., Cincinati, Ohio.
Kaufmann, P. J. & Rangan, V. K. (1990). A Model for Managing System Conflict During Franchise Expansion. Journal of Retailing, 66 (2), 155-173.
Kaufmann, P. J. & Stern, L. W. (1988). Relational exchange norms, perceptions of unfairness and retained hostility in commercial litigation. Journal of Conflict Resolution, 32 (3), 534-552.
Kee, H. W. & Knox, R. E. (1969). Conceptual and Methodological Considerations in the Study of Trust and Suspicion. Conflict Resolution, 14 (3), 357-366.
Khan, M. A. (1992). Restaurant Franchising. New York, NY, Van Nostrand Reinhold.
Kim, J.O. & Muller, C.W. (1978). Introduction to Factor Analysis: What It Is and How To Do It, Series: Quantitative Applications in the Social Sciences. Sage University Paper No. 9.
Kim, K. & Frazier, G. (1997). Measurement of distributor commitment in industrial channels of distribution. Journal of Business Research, 40, 139–154.
Klein, B. & Saft, L. F. (1985). The Law and Economics of Franchise Tying Contracts. Journal of Law & Economics, 28, May, 345-361.
Kline, R.B. (2005). Principles and practice of structural equation modeling. New York: Guilford Press.
Koufteros, X. A. (1999). Testing a model of pull production: A paradigm for manufacturing research using structural equation modeling. Journal of Operations Management 17, 467– 488.
Koufteros, X. A., Vonderembse, M. A. & Doll, W. J. (2001). Concurrent engineering and its consequences. Journal of Operations Management 19, 97–115.
Kumar, N., Scheer, L. & Steenkamp, J. (1995a). The effects of supplier fairness on vulnerable resellers. Journal of Marketing Research, XXXII (February), pp. 54–65.
Kumar, N., Scheer, L. & Steenkamp, J. (1995b). The effects of perceived interdependence on dealer attitudes. Journal of Marketing Research, XXXII (August), pp. 348–356.
Lehtinen, J. R. & Lehtinen, U. (1982). Service Quality: A Study of Quality Dimensions. Unpublished working paper. Helsiki: Service Management Institude.
Lewicki, R. J. & Bunker, B. B. (1996). Developing and maintaining trust in work relationships. In R.M. Kramer & T.R. Tyler (Eds.), Trust in organizations: Frontiers of theory and research (pp. 114-139). Thousand Oaks, CA: Sage Publications.
Lewis, M. C. & Lambert, D. M. (1991). A Model of Channel Member Performance, Dependence and Satisfaction. Journal of Retailing, 67 (2), 205-222.
Liden, R. C., Wayne, S. J. & Stilwell, D. (1993). A longitudinal study on the early development of leader-member exchanges. Journal of Applied Psychology, 78, 662-674.
Liden, R.C., Erdogan, B., Wayne, S. J., & Sparrowe, R. T. (2006). Leader-member exchange, differentiation, and task interdependence: implications for individual and group performance. Journal of Organizational Behavior, 27 (6), 723-746.
Litwin, M. S. (1995). How to Measure Survey Reliability and Validity. Sage Publication, London.
Locke, E. A. (1976). The Nature and Consequences of Job satisfaction, in Handbook of Industrial and Organizational Psychology, M.D. Dunnette, ed., Chicago: Rand McNally Publishing Company.
Lusch, R. F. (1976). Sources of Power: Their impact on intra-channel conflict. Journal of Marketing Research, 13, 382-390.
Marsh, H. W., Balla, J. R. & McDonald, R. P. (1988). Goodness-of-fit Indexes in Confirmatory Factor Analysis: The Effect of Sample Size. Psychological Bulletin, 103, 391-410.
Meyer, J. P., & Allen, N. J. (1984). Testing the “side-bet theory” of organizational commitment: Some methodological considerations. Journal of Applied Psychology, 69, 372–378.
Miller, J. A. (1977). Studying Satisfaction, Modifying Models, Eliciting Expectations, Posing Problems, and Making Meaningful Measurements. Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, H. Keith Hunt, ed. Bloomington, IN: School of Business, Indiana University, 72-91.
Mobley, W. H. (1982). Employee Turnover causes, Consequences and Control. Reading, Mass.: Addison-Wesley.
Mohr, J. & Spekman, R. (1994). Characteristics of partnership success: partnership attributes, communications behavior and conflict resolution techniques. Strategic Management Journal, 15 (2), 135–152.
Moorman, C., Zaltman, G. & Deshpande, R. (1992). Relationships between providers and users of market research: The dynamics of trust within and between organizations. Journal of Marketing Research, 29(August), pp. 314–328.
Morgan, R. & Hunt, S. (1994). The commitment – trust theory of relationship marketing. Journal of Marketing, 58(July), pp. 20–38.
Morrison, K. A. (1996). An Empirical Test of a Model of Franchisee Job satisfaction. Journal of Small Business Management, July, 27-41.
Morrison, K. A. (1997). How franchise job satisfaction and personality affects performance, organizational commitment, franchisor relation, and commitment to remain. Journal of Small Business Management, 35 (July), 39-67.
Mowday, R. T., Porter, L. W. & Steers, R. M. (1982). Employee-Organizational Linkage: The psychology of commitment, absenteeism, and turnover. New York: Academic Press.
Mulaik, S. A., James, L. R., Van Alstine, J. V., Bennett, N., Lind, S. & Stilwell, D. (1989). Evaluation of Goodness-of-fit indices for Structural Equation Models. Psychological Bulletin, 105, 430-445.
Nes, E. & Solberg, C. (2002). Precursors of commitment and trust in exporter-distributor relations and the effects on export performance. Proceedings of the Multicultural Marketing Conference, June 26–29.
Nunnally, J. C. (1978). Psychometric Theory, 2nd ed. McGraw Hill, New York.
O’Leary-Kelly, S. W. & Vokurka, R. J. (1998). The empirical assessment of construct validity. Journal of Operations Management, 16 (4), 387–405.
Oliver, R. L. (1981). Measurement and Evaluation of Satisfaction Processes in Retail Setting. Journal of Retailing, 57 (Fall), 25-48.
Oliver, R. L. (1989). Processing of the Satisfaction Response in Consumption: A Suggested Framework and Research Propositions. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2, 1-16.
Oliver, R. L. (1996). Varieties of Value in the Consumption Satisfaction Response. Advances in Consumer Research, 23, 143-147.
O’Malley, L. & Tynan, C. (1997) A reappraisal of the relationship marketing constructs of commitment and trust, in: Proceedings of New and Evolving Paradigms: The Emerging Future of Marketing. Three American Marketing.
Parasuraman, A., Zeithaml, V. & Berry, L. (1988). SERV-QUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64 (Spring), 12-40.
Peterson, A. & Dant, R. (1990). Perceived Advantages of the Franchise Option from the Franchisees Perceptive: Empirical Insights from a Service Franchise. Journal of Small Business Management, 28 (July), 46-61.
Porter, J. L. & Renforth, W. (1978). Franchising Agreements: Spotting the Important Legal Issues. Journal of Small Business Management, 16 (October), 27-31.
Porter, L. W. & Lawler, E. E. (1968). Managerial attitudes and performance. Homewood, IL: Irwin.
Quelch, J. A. & Ash, S. B. (1981). Consumer Satisfaction with Professional Services. Marketing of Services. Eds. James H. Donnelly and William R. George. Chicago: American marketing association, 82-85.
Ring, S. M. & Van de Ven, A. (1992). Structuring cooperative relationships between organizations. Strategic Management Journal, 13, pp. 483–498.
Scandura, T. A. & Graen, G. B. (1984). Moderating Effects of Initial Leader-Member Exchange Status on the Effects of Leadership Intervention. Journal of Applied Psychology, 69 (3), 428-436.
Scheer, L. & Stern, L. W. (1992). The effect of influence type and performance outcomes on attitude toward the influencer. Journal of Marketing Research, 29, pp. 128–142.
Schriesheim, C. A., Neider, L. L. & Scandura T. A. (1998). Delegation and Leader-member Exchange: Main Effects, Moderators, and Measurement Issues. Academy of Management Journal, 41 (3), 298-318.
Schul, P. L. (1980). An Empirical Investigation of the Conflict Behavior Process in Franchise Channels of Distribution. Dissertation Abstracts International.
Schul, P. L., Little, T. E. & Pride, W. M. (1985). Channel Climate: Its Impact on Channel Members’ Satisfaction. Journal of Retailing, 61 (Summer), 9-38.
Schwab, D. L. & Cummings, L. L. (1976). A Theoretical Analysis of the Impact of Task Scope on Employee Performance. Academy of Management Review, 1 (June), 23-35.
Segar, A. (1997). Assessing the unidimensionality of measurement: A paradigm and illustration within the context of information systems research. Omega 25 (1), 107–121.
Sen, K. C. (1993). The Use of Initial Fees and Royalties in Business-format Franchising. Managerial and Decision Economic, 14, 175-190.
Shane, S. & Spell, C. (1998). Factors for New Franchise Success. Sloan Management Review, 39 (3), 43-50.
Siguaw, J., Simpson, P. & Baker, T. (1998). Effects of supplier market orientation on distributor market orientation and the channel relationship: the distributor perspective. Journal of Marketing, 62 (July), pp. 99–111.
Spinelli, S. & Birley, S. (1996). Toward a Theory of Conflict in the Franchise System. Journal of Business Venturing, 11, 329-342.
Stephenson, P. R. & House, R. G. (1971). A Perspective on Franchising. Business Horizons, 14, 35-42.
Swan, J. E. & Trawick, I. F. (1980). Satisfaction Related to Predictive vs. Desired Expectations and Experiences in Evaluating Professional Service Quality. Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior. Bloomington, IN: Indiana University, 7-12.
Tanner, J. F. & Castleberry, S. B. (1990). Vertical Exchange Quality and Performance: Studying the Role of the Sales Manager. Journal of Personal Selling & Sales Management, 10 (Spring), 17-27.
Turban, D. B., Jones, A. P. & Rozelle, R. M. (1990). Influences of supervisor liking of a subordinate and the reward context on the treatment and evaluation of that subordinate. Motivation and Emotion, 14, 215-233.
Wayne, S. J. & Graen, S. A. (1993). The effects of leader-member exchange on employee citizenship and impression management behavior. Human Relations, 46, 1431-1440.
Weiss, D. J., Dawis, R. V., England, G. W. & Lofquist, L. H. (1967). Manual for the Minnesota Satisfaction Questionnaire (Minnesota Studies in Vocational Rehabilitation: XXII). Minneapolis: University of Minnesota, Industrial Relational Center Work Adjustment Project.
Williams, L. J. & Brown, B. K. (1994). Method Variance in Organizational Behavior and Human Research: Effects on Correlations, Path Coefficients, and Hypothesis Testing. Organizational Behavior and Human Decision Process, 57, 185-209.
Williams, L. J., Cote, J. A. & Buckley, M. R. (1989). Lack of Method Variance in Self-Reported Affect and Perceptions at Work: Reality or Artifact? Journal of Applied Psychology, 74, 462-468.
Williamson, O. E. (1975). Markets and Hierarchies: Analysis and Antitrust Implications. New York: The Free Press.
Williamson, O. E. (1991). Comparative economic organization: the analysis of discrete structural alternatives. Administrative Science Quarterly, 36, 269-296.
Wilson, D. (1995). An integrated model of buyer-seller relationships. Journal of the Academy of Marketing Science, 23(4), pp. 335–345.
Woll, M. (1968). Sources of Revenue to the Franchisor and Their Strategic Implications. Journal of Retailing, 44 (4), Winter, 14-20.
Zeithaml, V. A, Berry, L. L. & Parasuraman, A. (1991). The Nature and Determinants of Customer Expectations of Service. Marketing Science Institute, working paper No. 91-113, Marketing science Institute, Cambridge, MA.
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52 (July), 2-22.
Zeller, R. E., Achabal, D. D. & Brown, L. A. (1980). Market Penetration and Locational Conflict in Franchise Systems. Decision Sciences, 11, 58-80.
連結至畢業學校之論文網頁點我開啟連結
註: 此連結為研究生畢業學校所提供,不一定有電子全文可供下載,若連結有誤,請點選上方之〝勘誤回報〞功能,我們會盡快修正,謝謝!
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
1. The Study of Country of Origin Effect Cambodia Consumer Perception on Local and Non Local Brand Preference, Perceive Quality, Price and Purchase Intention
2. Factor Affecting Thai Consumer Behavior in Buying Cosmetic Products in Online Market
3. The study of relationship between salesperson behaviors, trust, customer equity and loyalty intentions.
4. An Understanding the Impact of Service Quality on Guest Satisfaction and Guest Behavioral Intentions in Vietnam Hotel Industry
5. CUSTOMER PURCHASE INTENTION TOWARDS STRATEGIC ALLIANCE PRODUCT
6. Customer Intention to Use Strategic Alliance Product: The Perspectives of the Theory of Planned Behavior (TPB)
7. The Factors Effecting Customer Loyalty in Using Online Banking: The Perspectives of the Herzberg's Two-Factor Theory
8. A Study of Taiwanese colloge students' Importance Rating Perception and Satifaction toward Vietnamese Restaurants in Taiwan
9. Investigating the Effects of Airport Ground Service Innovation on Passengers’ Behavioral Intentions: Findings From an International Airport
10. The moderating role of trust between e-satisfaction and e-loyalty
11. 醫療品質績效指標之建立與評估以區域級以上醫院為例
12. 經營策略對銀行產業經營績效之影響—以台灣上市、櫃銀行為例
13. The impact of Experiential Marketing on Customer's Experiential Value and Satisfaction: An Empirical Study in Vietnam Hotel Sector
14. An empirical study of factors affecting the adoption of Internet banking in Taiwan
15. AN EMPIRICAL RESEARCH OF THE VIETNAMESE AUDIENCE’S RESPONSE TOWARD TELEVISION ADVERTISING
 
系統版面圖檔 系統版面圖檔