THE USE OF IMPORTANCE-PERFORMANCE ANALYSIS TO MEASURE THE SATISFACTION OF TRAVEL AGENCY FRANCHISEES

THE USE OF IMPORTANCE-PERFORMANCE ANALYSIS TO MEASURE THE SATISFACTION OF TRAVEL AGENCY FRANCHISEES

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This study contributes to the limited literature on the satisfaction of travel agency franchisees. Specifically, 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 sati...

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Detalhes bibliográficos
Autor principal: José M. Ramírez-Hurtado
Formato: Artigo
Idioma:English
Publicado em: Fundação Getulio Vargas, Escola de Administração de Empresas de São Paulo 2017-02-01
Colecção:RAE: Revista de Administração de Empresas
Assuntos:
Satisfaction
importance-performance analysis
franchising
travel agency industry
attributes
Acesso em linha:http://rae.fgv.br/sites/rae.fgv.br/files/the_use_of_importance_performance_analysis_to_measure_the_satisfaction_of_travel_agency_franchisees.pdf

Internet

http://rae.fgv.br/sites/rae.fgv.br/files/the_use_of_importance_performance_analysis_to_measure_the_satisfaction_of_travel_agency_franchisees.pdf

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