本研究以連鎖餐飲業之服務品質為基礎，探討加盟總部對加盟者的服務策略，結合Kano模式與精化Kano模式，透過問卷發放進行品質要素歸類及彙整，再以重要度-滿意度模式將品質要素劃分至不同區域，以便進行服務策略擬定。 實證結果發現，Kano模式及精化Kano模式於加盟總部品質要素歸類上有顯著差異。在重要度-滿意度模式中被歸類有待改善區的「商品採購議價能力」、「廣告及促銷活動」與「一致性的服務水準」等三項要素，代表加盟者對這三項要素服務是不滿意的，也是加盟總部亟需要改善地方。 利用Kano模式、精化Kano模式、重要度-滿意度模式、改善係數，讓加盟總部了解加盟者對於所提供服務的看法，並從中去擬定加盟總部對其加盟者的服務策略，進行維持或改善，以保持在該產業中的競爭力不被淘汰。

This research investigates the franchisees service strategy of chain restaurant industry by applying Kano’s Model and Refined Kano’s Model. This study applies Kano’s questionnaire to classify the quality attributes. The franchisees satisfaction of consultant service is investigated as well. The empirical results show that, Kano and Refined Kano model quality factors in the classification of franchising have significant differences. I-S mode is room for improvement in areas classified in the "bargaining power in procurement of goods", "advertising and promotional activities " and "consistent standards of service". It is meaning the franchisees regarding these three factors service are unsatisfied, but in Improvement Index these three factors place's in first to tenth, which the franchising needs to improve. Using Kano, Refined Kano Model, I-S Model, Improvement Index, let the franchising understand that the franchisees regarding the view of the service providing, carries on the maintenance or the improvement, and draws up franchisee's service strategy, maintains the competitive strength in this industry, is not eliminated.