000			01913nam a22002537a 4500
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008			210513b |||||||| |||| 00| 0 eng d
022			_a0965-254X
040			_aMSU _cMSU _erda
100	1		_aFacca, Tina M _eauthor
245	1	0	_aUsing discriminant analysis to classify satisfaction data to facilitate planning in a franchise context/ _cTina M. Facca
264			_aAbingdon: _bRoutledge Taylor and Francis, _c2013.
336			_2rdacontent _atext _btxt
337			_2rdamedia _aunmediated _bn
338			_2rdacarrier _avolume _bnc
440			_aJournal of strategic marketing _vVolume 21 , number 2 ,
520			_aUsing service-dominant logic as a framework, a process for classification and analysis of satisfaction data is developed with the objective of enabling a franchisor (management) to clearly differentiate between service preferences of franchisees (customers) with the same level of tenure with the organization, yet at substantially different revenue levels. The marketer can subsequently design service offerings that effectively meet the needs of the segment. Using discriminant analysis with satisfaction data, collected with an online survey of US franchisees of a multi-national firm, offers an opportunity to isolate the service preferences that most differentiate performance segments. Franchise marketers can more effectively design programs to meet franchisee needs based on tenure/revenue segments, and create an environment which encourages growth based on the experiences and preferences of higher performers. The contribution is the development of a process for effectively designing service offerings using discriminant analysis with satisfaction data.
650	4		_aSatisfaction
650	4		_aDiscriminant analysis
650	4		_aFranchise marketing
856			_uhttps://doi.org/10.1080/0965254X.2012.752400
942			_2lcc _cJA
999			_c157185 _d157185