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The relationship between perceived justice and service quality in the franchise system of food service business  

Ahn, Kwan-Young (Department of Business Administration, Sangji University)
Publication Information
Journal of the Korea Safety Management & Science / v.11, no.1, 2009 , pp. 137-142 More about this Journal
Abstract
This paper reviewed the relationship between perceived justice and service quality, and the moderating effect of gender in the franchise system of food service business. Based on the responses from 135 franchisees, the results of multiple regression analysis showed that distributive and procedural justice have positive relationships with almost service quality factors. The results of moderating analysis showed that male franchisees have more positive relationships with almost service quality factors than female franchisee while in distributive justice, and that female franchisees have more positive relationships with almost service quality factors than male franchisee while in procedural justice.
Keywords
franchise system; justice; service quality; gender;
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Times Cited By KSCI : 1  (Citation Analysis)
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