Employee and customer perceptions: Their relationship to organisational performance in a franchise system

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Employee and customer perceptions: Their relationship to organisational performance in a franchise system

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Title: Employee and customer perceptions: Their relationship to organisational performance in a franchise system
Author/Creator: Johnston, N | Spinks, W | Manning, M L
Description: Purpose - The purpose of this study is to investigate, within a franchise system, relationships between organisational climate, customer satisfaction (measured directly and indirectly) and two measures of organisational performance (customer post purchase behavioural intentions and net sales). Design/methodology/approach – Nineteen units of a coffee franchise system were investigated. Data were collected from employees and customers via respondentcompletion surveys. Net sales data were provided by the master franchisee. Hypotheses were tested using multiple linear regression and correlation analyses. Findings - Significant relationships were found between organisational climate, customer satisfaction and customer post purchase behavioural intentions. Net sales, however, were not related to customer satisfaction. In contrast to previous studies no correlation was found between direct and indirect measures of customer satisfaction. Research limitations/implications - This study was limited to one coffee franchise group’s activities in one culturally homogeneous country. Further research involving a variety of franchised operations across a range of geographic/cultural contexts would provide more generalisable results.
Relation: Journal of New Business Ideas and Trends / Vol. 8, No. 1, pp.35-49
Relation: http://www.jnbit.org/upload/JNBIT_Johnston,_Spinks__Manning_2010_1.PDF
Year: 2010
Publisher: U B P Consulting and Publishing
Subject: FoR 1503 (Business and Management) | organisational climate | customer satisfaction | franchise | human resource management

Resource Type: Journal Article
Identifier: ISSN: 1446-8719
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USC Research Bank - University of the Sunshine Coast, Queensland, Australia