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Investigating relationships between relationship quality, customer loyalty and cooperation : an empirical study of convenience stores' franchise chain systems

McDonnell, John, Beatson, Amanda T., & Huang, Chih-Hsuan (2011) Investigating relationships between relationship quality, customer loyalty and cooperation : an empirical study of convenience stores' franchise chain systems. Asia Pacific Journal of Marketing and Logistics, 23(3), pp. 367-385.

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Abstract

Small business has been shown to contribute significantly to a nation’s economic development. Small business owners typically confront challenges, uncertainty, and risks while operating new businesses. Franchising has become a way to minimize the risks of small business management (Chiou et al., 2004); however, a franchise system is not a guarantee of business success (Lee and Karkovista, 2001). A poor franchising relationship between franchisors and franchisees can result in franchise failure, such as termination and closure, or franchisee exit (Frazer and Winzar, 2005).

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ID Code: 47150
Item Type: Journal Article
Keywords: Convenience, Quality, Customer loyalty, Taiwan
DOI: 10.1108/13555851111143268
ISSN: 1355-5855
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2011 Emerald Group Publishing
Deposited On: 29 Nov 2011 08:43
Last Modified: 29 Nov 2011 15:23

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