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| Format: | Artículo científico |
| Sprache: | en |
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Fundação Getulio Vargas
2017
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| Online-Zugang: | https://www.redalyc.org/articulo.oa?id=155149804004 https://www.redalyc.org/journal/1551/155149804004/ https://www.redalyc.org/journal/1551/155149804004/html/ https://www.redalyc.org/journal/1551/155149804004/155149804004.epub https://www.redalyc.org/journal/1551/155149804004/movil |
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Inhaltsangabe:
- THE USE OF IMPORTANCE-PERFORMANCE ANALYSIS TO MEASURE THE SATISFACTION OF TRAVEL AGENCY FRANCHISEES JOSÉ M. RAMÍREZ-HURTADO Administración y Contabilidad importance attributes franchising Satisfaction performance analysis This study contributes to the limited literature on the satisfaction of travel agency franchisees. Spe- cifically, it aims to identify strengths and weaknesses of the system from the perspective of the franchisee. This study would enable franchisors to identify areas in which franchisees are less satis- fied. If franchisees are satisfied with numerous aspects that influence the franchisor-franchisee relationship, the latter may have a high degree of loyalty towards their franchisors and this would benefit the entire network. This article uses a variant of the classic importance-performance model from Martilla and James (1977) and others (Ábalo, Varela, & Rial, 2006; Picón, Varela, & Braña, 2011). The results show that the attributes travel agency franchisees feel more dissatisfied with are: chain advertising, ongoing support from franchisors, the initial franchisor support, delivery from the fran- chisors, and training provided by franchisors. 2017 artículo científico 0034-7590 https://www.redalyc.org/articulo.oa?id=155149804004 https://www.redalyc.org/journal/1551/155149804004/ https://www.redalyc.org/journal/1551/155149804004/html/ https://www.redalyc.org/journal/1551/155149804004/155149804004.epub https://www.redalyc.org/journal/1551/155149804004/movil en http://www.redalyc.org/revista.oa?id=1551 RAE - Revista de Administração de Empresas application/pdf Fundação Getulio Vargas RAE - Revista de Administração de Empresas (Brasil) Num.1 Vol.57