Therefore, most Thai franchises can survive up to only 5 years. It is because most franchisors
fail to give advice and engage in proper monitoring of the business of their franchisees continuously.
Franchisor is seen to focus more in getting new franchisees rather than focusing on the development of
long-term relationships between parties. Franchisors mainly focus on assisting franchisees with the
operating procedures but forget to also focus on the wellbeing of the franchisees. This leads to
franchisees’ dissatisfaction and their refusal to renew their contract. Thus, this study proposed that
communication and social responsibility contribute positively to franchisors’ performance perceived by
franchisees’ satisfaction. The study tests the mediating effect of ongoing business assistance on the
relationship of communication and social responsibility to franchisors’ performance. The motivation of
the study is to be able to identify how franchisors can better manage their franchisees so as to ensure
sustainability of their franchisees. The findings of this study have important implication to theory and
practice. This explains the strong relationship between the marketing strategy of the franchisor and the
franchisors’ performance which is measured by franchisees’ satisfaction. This study is important and
critical to the success of the franchise system. Social Exchange theory is used to offer an explanation to
the performance of the franchisor.