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초록·키워드 목차

In business format franchise system, developing and providing efficient support to franchisees and thus, satisfying them are very important in gaining competitive advantage. A franchise is the synergetic combination of a franchisor and franchisee working together to better serve customers, and the success of franchise system is a function of how well the franchisor and franchisee perform, together and separately. This study focuses on small franchisees in which the owners serve customers directly. The purpose of this study is to investigate the influence of franchisee satisfaction and service orientation on customer satisfaction and repurchase intention. Based on previous studies, research model and hypotheses are developed and tested. All suggested hypotheses are supported. As a result of this study, the franchisee’s satisfaction and the service orientation have a significant effect on the customer satisfaction and the customer repurchase intention. #Franchisor #Franchisee #Service Orientation #Customer Satisfaction #Repurchase Intention

Abstract
Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구모형 및 가설설정
Ⅵ. 실증분석
Ⅴ. 결론 및 시사점
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