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Data-Centric Business and Applications pp 179–204Cite as

Franchising and Customer Experience Management in Telecommunication Industry Phenomenon—Literature Review (2011–2018)

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Part of the book series: Lecture Notes on Data Engineering and Communications Technologies ((LNDECT,volume 30))

Abstract

Franchising is a phenomenon largely discussed for about 50 years now. Its types and techniques are similar all over the world, but cultural and legislative differences are specific for every country. Nowadays, the phenomenon of franchising is expanding also in telecommunications companies. They change from state controlled monopolies and start to penetrate also the private market. As the competition is growing, customer experience management is more important to focus on than ever before. This literature review provide the latest literature available in a specific database that discuss the connection between franchising, telecommunications and customer experience management. A classification of 48 up-to-date articles and publications is made with a focus on its research area and researched problems.

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References

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  2. International Franchise Association (2018) What is a franchise. In: franchise.org [online]. https://www.franchise.org/what-is-a-franchise

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Author information

Authors and Affiliations

  1. Faculty of Management, Comenius University, Bratislava, Slovakia

    Bianka Chorvátová & Peter Štarchoň

Authors
  1. Bianka Chorvátová
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  2. Peter Štarchoň
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Corresponding author

Correspondence to Bianka Chorvátová .

Editor information

Editors and Affiliations

  1. Department of e-Business, Faculty of Business, Economics and Statistics, University of Vienna, Vienna, Wien, Austria

    Natalia Kryvinska

  2. Department of Information Systems, Faculty of Management, Comenius University, Bratislava, Slovakia

    Michal Greguš

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Chorvátová, B., Štarchoň, P. (2020). Franchising and Customer Experience Management in Telecommunication Industry Phenomenon—Literature Review (2011–2018). In: Kryvinska, N., Greguš, M. (eds) Data-Centric Business and Applications. Lecture Notes on Data Engineering and Communications Technologies, vol 30. Springer, Cham. https://doi.org/10.1007/978-3-030-19069-9_7

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