외식프랜차이즈 본사의 갈등해결전략이 관계신뢰와 해지의도에 미치는 영향 = The Effects of Food Service Franchisors’ Conflict Resolution Strategies on Relationship Trust and Dissolution Intention

다국어 초록 (Multilingual Abstract)

The conflicts exists in any organization or society, and it can occur at any time in our life(Donovan, 1993; Marion, 1995). In franchise industry, the conflicts also can be existed in the relationship between franchisor and franchisee, because their diverse needs and goals do not fulfilled. If they can not solve their conflicts, their relationship would be terminated. Therefore, we need identify causes and consequences of conflicts. For these purposes, we identify conflict resolution strategies and how those activities affect s procedure and behavior trust, and dissolution intention. In order to analyze proposed model, this study collected the 196 franchisees with owner or hiring manager and manager. The data was analyzed with SPSS/PC 19.0 and AMOS 19.0. First, to test unidimensionality and nomological validity of the measures of each construct we employed a scale refinement procedure. The result of reliability test with confirmatory factor analysis warranted unidimensionality of the measures for each construct. The data were analyzed with structural equation modeling using path analysis. The result of the overall model analysis appeared as follows: χ²=183.894, df=126, p=.001, GFI=.902, AGFI=.867, RMSEA=.050, NFI=.951, CFI=.984, TLI=.981. Since the result of the overall model analysis demonstrated a good fit. The findings can be summarized as follows:First, franchisor conflict resolution strategies(collaborating, avoidance) have significant effects on procedure trust. Second, collaborating strategy has a significant effect on behavior trust. Third, procedure trust has a significant effect on behavior trust. Finally, procedure trust and behavior trust have a significant effect on dissolution intention.

참고문헌 (Reference)

1 "한국공정거래조정원"

2 조현진, "프랜차이즈 본부와 가맹점간의 거래특성이 갈등 및 재무성과에 미치는 영향" 한국외식경영학회 9 (9): 189-210, 2006

3 양인석, "프랜차이즈 가맹본부의 관계지향성 노력에 대한 기대일치가 가맹점의 만족, 갈등과 재계약의도에 미치는 영향" 한국호텔관광학회 13 (13): 171-187, 2011

4 오세조, "저결속 구매자-판매자 관계에서 관계해지의완화요인과 촉진요인" 한국유통학회 9 (9): 21-47, 2004

5 김성훈, "외식프랜차이즈 가맹본부의 통제가 가맹점과의 관계결속 및 재계약의도에 미치는 영향" 한국호텔관광학회 14 (14): 214-227, 2012

6 이용기, "외식산업 프랜차이즈 가맹점 만족도에 미치는 도구적과 관계지향성요인의 영향" 한국호텔관광학회 7 (7): 156-178, 2005

7 이용기, "외식 프랜차이즈 본부의 갈등해결행동이 관계만족과 관계성과에 미치는 영향" 한국호텔관광학회 16 (16): 255-273, 2014

8 Barki, H., "User participation, conflict, and conflict resolution : the mediating roles of influence" 5 (5): 422-438, 1994

9 Berg, J., "Trust, reciprocity, and social history" 10 (10): 122-142, 1995

10 Grand, R. M., "Toward a knowledge-based theory of the firm" 17 (17): 109-122, 1996

11 Dirks, K. T., "The role of trust in organizational settings" 12 (12): 450-467, 2001

12 McKnight, D. H., "The meanings of trust" University of Minnesota 1996

13 Hennig‐Thurau, T., "The impact of customer satisfaction and relationship quality on customer retention : A critical reassessment and model development" 14 (14): 737-764, 1997

14 Greiner, B., "The dynamic interplay of inequality and trust—An experimental study" 81 (81): 355-365, 2012

15 Morgan, R. M., "The commitment-trust theory of relationship marketing" 58 (58): 20-38, 1994

16 Tortosa-Edo, V., "The antecedent role of personal environmental values in the relationships among trust in companies, information processing and risk perception" 17 (17): 1-17, 2013

17 Lambert, D. M., "Supply chain partnerships : model validation and implementation" 25 (25): 21-42, 2004

18 Ping Jr, R. A., "Some uninvestigated antecedents of retailer exit intention" 34 (34): 171-180, 1995

19 Oliver, R. L., "Satisfaction: A behavioral perspective on the consumer" ME Sharpe 2010

20 Moorman, C., "Relationships between providers and users of market research: The dynamics of trust within and between organizations" 29 (29): 1992

21 Crosby, L. A., "Relationship quality in services selling : An interpersonal influence perspective" 54 (54): 68-81, 1990

22 Strack, F., "Reflective and impulsive determinants of social behavior" 8 (8): 220-247, 2004

23 Dant, R. P., "Preventing and combating the onset of dark-side symptoms" 27 (27): 1426-1443, 2011

24 Kelman, H. C., "Paving the way: Contributions of interactive conflict resolution to peacemaking" 41-63, 2005

25 Munduate, L., "Patterns of styles in conflict management and effectiveness" 10 (10): 5-24, 1999

26 Weaven, S., "New perspectives on the causes of franchising conflict in Australia" 22 (22): 135-155, 2010

27 Hair, J. F., "Multivariate data analysis (Vol. 6)" Pearson Prentice Hall Upper Saddle River 2006

28 Ruekert, R. W., "Marketing's interaction with other functional units : a conceptual framework and empirical evidence" 51 (51): 1-19, 1987

29 Coughlan, A., "Marketing Channels(6th ed.)" Prentice Hall 2001

30 Bradford, K. D., "Managing conflict to improve the effectiveness of retail networks" 80 (80): 181-195, 2004

31 Lewicki, R., "Making Sense of Intractable Environmental Conflicts: Concepts and Cases" Island Press 2003

32 Barki, H., "Interpersonal conflict and its management in information system development" 25 (25): 195-228, 2001

33 Robey, D., "Group process and conflict in system development" 35 (35): 1172-1191, 1989

34 Shane, S., "From ice cream to the internet : Using franchising to drive the growth and profits of your company" Financial Times Prentice Hall 2005

35 Hirschman, A. O., "Exit, voice, and loyalty: Responses to decline in firms, organizations, and states (Vol. 25)" Harvard university press 1970

36 Hibbard, J. D., "Examining the impact of destructive acts in marketing channel relationships" 38 (38): 45-61, 2001

37 Grünhagen, M., "Does the franchisor provide value to franchisees? Past, current, and future value assessments of two franchisee types" 41 (41): 366-384, 2003

38 Anand, B. N., "Do firms learn to create value? The case of alliances" 21 : 295-315, 2000

39 Jap, S. D., "Control mechanisms and the relationship life cycle : Implications for safeguarding specific investments and developing commitment" 37 (37): 227-245, 2000

40 Chang, K. -H., "Conflict-coordination learning in marketing channel relationships : The distributor view" 39 (39): 287-297, 2010

41 Tjosvold, D., "Conflict values and team relationships : Conflict's contribution to team effectiveness and citizenship in China" 24 (24): 69-88, 2003

42 Rajiv, P. D., "Conflict resolution processes in contractual channels of distribution" 56 (56): 39-59, 1992

43 Boulding, K. E., "Conflict and defense : A general theory" Harper 1962

44 Thomas, K. W., "Conflict and conflict management : Reflections and update" 13 (13): 265-274, 1992

45 Rahim, M. A., "Confirmatory factor analysis of the styles of handling interpersonal conflict : First-order factor model and its invariance across groups" 80 (80): 122-132, 1995

46 Anderson, J. C., "Assumptions and Comparative Strengths of the Two-Step Approach Comment on Fornell and Yi" 20 (20): 321-333, 1992

47 Rahim, M. A., "A measure of styles of handling interpersonal conflict" 26 (26): 368-376, 1983

48 Bhattacharya, R., "A formal model of trust based on outcomes" 23 (23): 459-472, 1998