Earticle

초록

영어

Purpose - In recent years, research has been conducted on the conflict resolution strategies of the franchise headquarters and the franchisees, but there is a lack of research on the factors of conflict due to the intrinsic structure, such as interdependence or hierarchical relationship, and behavioral analysis to reduce the conflict. In this study, we analyze the relationship between satisfaction and trust formed in the process and result of the business, and the result of action to dissolution intention. Research design, data, methodology - For these purposes, the author developed the proposed model and several hypotheses. In this model, conflict resolution strategies consist of five dimensions such as avoiding, forcing, cooperating, obliging, and compromising strategy. And, this model proposed that onflict resolution strategies are antecedents of procedure quality, behaviour quality and dissolution intention are consequences of conflict resolution strategies. The data were collected from April 1 to April 15, 2013. Because this study examined franchise industries from the franchisee perspective, we contacted franchisee store owner and managers located in Seoul and Gyeonggi Province. Interviewers trained contacted a total of 483 franchisees, and 400 franchisees responded. Out of 400 respondents, 2 respondents were deleted due to missing information. Thus, a total of 398 franchisee were used for this study. he data were analyzed using frequency analysis, confirmatory factor analysis, correlation analysis, and structural equational modeling with SPSS 24.0 and Amos 23.0 statistical program. Results - The findings can be summarized as follows: First, franchisor conflict resolution activities have significant effects on procedure quality. Second, procedure quality has a significant effect on behavior quality. Finally, behavior quality has a significant effect on dissolution intention. Conclusions - In this study, we investigated the relationship between conflict resolution behavior, procedural quality, behavior quality and dissolution intention. As a result, the franchisers should strive to resolve conflicts not only in solving simple problems with franchisees, but also in a longer term perspective. We also found that the procedural aspects of resolving conflicts should not be ignored. If the trust and satisfaction of each other increase during the process of resolving the conflict, it will positively affect the satisfaction and trust in resolving the conflict. This is also because it serves to lower the intention of termination. However, there is a limitation that it is targeted only to the restaurant franchise, and it is necessary to study the conflict resolution behavior depending on the type of conflict.

목차

Abstract
 1. 서론
 2. 이론적 배경
  2.1. 갈등해결행동
  2.2. 절차의 질
  2.3. 행동의 질
  2.4. 해지의도
 3. 연구설계
  3.1. 연구모형
  3.2. 연구가설
 4. 실증분석
  4.1. 표본의 일반적 특성
  4.2. 측정항목의 타당성과 신뢰성 검증
  4.3. 상관관계 분석
  4.4. 연구가설의 검증
 5. 결론
 References

키워드

저자

• Sang-Ho Han [ 한상호 | Assistant Professor, Department of Restaurant & Franchise Management, Cheju Halla University, Korea ] First Author
• Jae-Jang Yang [ 양재장 | Ph.D in Business Administration. Korea Company Ltd. ]
• Yong-Ki Lee [ 이용기 | Professor, School of Business, Sejong ] Corresponding author

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  프랜차이즈경영연구 [Journal of Franchise Management]

• 간기

  연간

• pISSN

  2093-9582

• 수록기간

  2010~2017

• 십진분류

  KDC 325 DDC 658