IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v31y2009i5p713-723.html
   My bibliography  Save this article

Service quality control mechanisms in franchise networks

Author

Listed:
  • Roberto Sánchez Gómez
  • Isabel Suárez González
  • Luis Vazquez Suárez

Abstract

This paper reports the study of some factors that influence the control intensity exerted by franchisors on the service quality provided by the franchised units of their networks and what interdependencies exist between the different mechanisms that can be used to monitor service quality. On the one hand, three control mechanisms of conformance quality are considered, namely audits, mystery shoppers, and mandatory purchase of inputs and products. On the other hand, polls are used to monitor perceived quality by customers. There are two main findings. First, control intensity is greater in those industries in which customers tend to be non-repetitive. Second, four complementary relationships are found between control mechanisms: between audits and mystery shoppers, between audits and polls, between mandatory purchase of inputs or products and mystery shoppers, and between mandatory purchase of inputs or products and polls.

Suggested Citation

  • Roberto Sánchez Gómez & Isabel Suárez González & Luis Vazquez Suárez, 2009. "Service quality control mechanisms in franchise networks," The Service Industries Journal, Taylor & Francis Journals, vol. 31(5), pages 713-723, January.
  • Handle: RePEc:taf:servic:v:31:y:2009:i:5:p:713-723
    DOI: 10.1080/02642060902833338
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642060902833338
    Download Restriction: Access to full text is restricted to subscribers.

    File URL: https://libkey.io/10.1080/02642060902833338?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:31:y:2009:i:5:p:713-723. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.