Linking Relationship Quality and Service Quality in Franchise Systems:

Abstract

This paper seeks to accomplish three related goals. In the first part, we develop the premise that delivered service quality at a franchise outlet will be a function of the quality of relationship between franchisors and their franchisees. Next, we review the literature to arrive at a comprehensive definition for ''quality of relationship'' in a franchise context. Finally, we examine the empirical literature base to evaluate the operational measures that have been employed to tap this construct. Specific recommendations about how the quality of franchisor- franchisee relationships should be measured are offered.