• 한국프랜차이즈경영연구
• /
• 제10권2호
• /
• pp.19-32
• /
• 2019

Purpose - This paper aims to investigate the mediating effects of relationship fairness factors between franchisor's support services and performance(re-contract intention) in food service franchise. More specifically, fairness was measured into distributive, procedure, interaction, and information, franchisor's support service was divided into pre-start support services (initial support services) and post-start support services (continued support services), and performance (re-contract intent) was measured using 3 items such as re-contract, contract extension, and recommendation. Research design, data, and methodology - The population for the survey is the head of franchises in the metropolitan area (Seoul/Gyeonggi), which operates a restaurant franchise, and samples included a wide range of overseas/domestic brands and regions. The survey was conducted from August 1 to September 30, 2018 through the survey agency. The survey was conducted together with a telephone interview and a direct visit by the investigator. A total of 205 questionnaires were collected and retrieved, 4 questionaires containing missing information were excluded and 201 responses were used for analysis. Results - The results shows that franchisor's initial support services have significant positive effects on procedural, interpersonal, and informational relationship fairness, and continuous support services have significant positive effects on distributive, procedural, interpersonal, and informational relationship fairness. This study also shows that informational and procedural fairness have significant positive effects on performance(re-contract intention). Finally, continuous services a significant positive effect on performance(re-contract intention). Conclusions - The results show that franchisor make a manual, and should improve fairness through regular investigation whether support services was executed as promised in the manual after franchisee operation. In addition, information fairness and procedural fairness have been shown to increase performance(re-contract intention). These results mean that the franchisor's headquarters should provide product and service support for the merchant in accordance with the manual and management policy to reduce asymmetry in information and improve procedural fairness to enhance performance(re-contract intention).

• 한국조리학회지
• /
• 제23권3호
• /
• pp.216-226
• /
• 2017

This study was conducted to examine the relationships among various visible clues and non-visible clues as perceived by franchise family restaurant consumers. Using online survey tool in South Korea, total 450 survey was distributed and 400 participants were used for further statistical analysing with SPSS 23.0 and AMOS 20.0. Twelve items were categorized into four visible factors (food, interior, exterior, employee). The result shows that food and employee have positive effects on brand reputation and distinctiveness, and the interior and employee were critical antecedents for brand distinctiveness. In addition, the brand reputation and brand distinctiveness have positive influence on experiential value as well as revisit intention. Although there were many studies which demonstrated the relationships among various quality clues and other outcome variables, such as brand image, loyalty, little research explained the relationships among visible elements of franchise family restaurants, brand reputation, brand distinctiveness, and revisit intention. The present study will provide theoretical and practical implications for both academia and the franchise family restaurant industry. (what is the meaning of the red part?)

• 경영과학
• /
• 제19권2호
• /
• pp.59-73
• /
• 2002

There have been academic debates upon which measure is more desirable in measuring service quality between SERVQUAL and SERVPERF In addition, Korean fast food industry is rapidly growing due to increasing income and globalization. Our study tried to contribute to both academic and practical issues. We compared SERVQUAL and SERVPERF measures to determine which one is superior to measure service quality in Korean fast food franchise. We collected data from two branch restaurants of one American global fast food franchise system. Regression analyses resulted in that SERVPERF outperformed SERVQUAL. Furthermore, we compared the goodness of fit of the two structural equation models of SERVQUAL anO SERVPERF, respectively. The SERVPERF model showed a much better model fit than the SERVQUAL model did. Thus, we suggest that SERVPERF be used to measure service quality in Korean fast food industry.

• 한국산학기술학회논문지
• /
• 제19권10호
• /
• pp.444-455
• /
• 2018

본 연구는 프랜차이즈 외식업체 종사자를 대상으로 감정노동, 사회적지지, 조직몰입 간의 관계를 분석하고 감정노동과 조직몰입 관계에서 동료 및 상사의 사회적지지의 매개효과를 분석하는데 목적을 둔 실증적 조사연구이다. 본 연구의 목적과 문제를 해결하기 위해 서울 지역 J구에 소재한 패스트푸드, 치킨, 커피 등의 프랜차이즈 외식업체에 종사하고 있는 268명의 종사자들을 연구 대상으로 선정하여 설문조사를 수행하였다. 수집된 설문 자료는 SPSS 프로그램을 이용하여 빈도분석과 기술통계, 신뢰도 분석, 상관관계 및 다중회귀분석을 실시하였다. 분석을 통해 나타난 본 연구의 결론을 제시하면 다음과 같다. 첫째, 감정노동의 표면행위는 조직몰입에 부정적인 영향을 미치고, 감정노동의 내면행위는 조직몰입에 긍정적인 영향을 미치는 것으로 나타났고, 동료 및 상사의 사회적지지는 조직몰입에 긍정적인 영향을 미치는 것으로 나타났다. 둘째, 감정노동과 조직몰입 관계에서 동료 및 상사의 사회적지지는 부분매개효과가 있는 것으로 나타났다. 외식업체 프랜차이즈 종사자의 조직몰입 증진을 위해 종사자의 감정노동과 동료 및 상사의 사회적지지는 중요한 역할을 하고 있어 종사자의 내면적 및 표면적 감정행위를 조절하고 동료 및 상사의 사회 심리적 지원 체계를 구축해야 함을 시사하고 있다.

• 벤처창업연구
• /
• 제13권5호
• /
• pp.87-102
• /
• 2018

본 연구의 목적은 외식 프랜차이즈 가맹본부의 지원시스템이 가맹점 신뢰와 재무적성과 그리고 가맹사업자의 다점포 운영의도간의 영향관계를 규명하는데 있다. 연구 목적을 달성하기 위해 가맹사업 거래 공정화에 관한 법률 제9조를 참고하여 브랜드 가맹점 숫자가 100개 이하인 국내 중소형 외식 프랜차이즈 가맹사업자 111명을 대상으로 설문 결과를 수집하였으며, 가설 검증에는 구조방정식 모형 분석을 활용하였다. 연구 결과는 다음과 같다. 첫째, 가맹본부의 지원시스템 중 점포개발지원, 교육지원, 물류지원, 슈퍼바이저지원은 가맹점 신뢰에 유의미한 정(+)의 영향을 주는 것으로 나타났으나, 홍보지원은 유의미한 영향을 미치지 않은 것으로 나타났다. 둘째, 가맹본부 지원시스템 중 점포개발지원은 가맹점 재무적 성과에 유의미한 정(+)의 영향을 주는 것으로 나타났으나, 교육지원, 물류지원, 슈퍼바이저지원, 홍보지원은 유의미한 영향을 미치지 않은 것으로 나타났다. 셋째, 가맹점 신뢰는 재무적 성과와 다점포 운영의도에 유의미한 정(+)의 영향을 주는 것으로 나타났다. 넷째, 가맹점의 재무적성과는 다점포 운영의도에 유의미한 정(+)의 영향을 주는 것으로 나타났다. 마지막으로 신뢰와 다점포 운영의도 영향에서 재무적 성과의 매개 효과를 확인해 본 결과 간접적인 영향을 미치는 것으로 확인 되었다. 본 연구는 중소형 외식 프랜차이즈 지원시스템, 가맹점 신뢰, 재무적성과, 다점포 운영의도 간의 영향 관계를 확인 하였으며, 특히 국내 중소형 외식 프랜차이즈 가맹점의 성과와 가맹본부의 시스템의 질적 성장을 통해 동반성장 할 수 있는 영향관계를 확인하였다는데 의의가 있다고 판단된다.

• 한국프랜차이즈경영연구
• /
• 제10권4호
• /
• pp.7-18
• /
• 2019

Purpose: This study identifies the relative importance of the sub - factors of initial services and continuous services using AHP (Analytic Hierarchy Process) method, and calculates the competitive index for the detailed factors. The purpose of this paper is to propose the establishment of long - term and short - term management strategy for expansion of business of food service franchise, franchisors, long - term and win - win relationship with franchisees, and rationalization of operating system. Research design, data, and methodology: The population for the survey is 92 franchisees in 46 foreign brands and 46 domestic brands in the Seoul metropolitan area (Seoul / Gyeonggi / Incheon). The survey was conducted from July 1 to August 31, 2018 through the survey agency with a telephone interview and a surveyor's direct visit. A total of 100 questionnaires were collected, but a total of 92 parts were used for analysis except 8 parts that were considered to contain false information. Using the AHP method, relative importance and competitiveness index were calculated for the details of initial services and continuous services. Results: The results shows continuous services were significantly higher for both foreign brand franchises, domestic brand franchises, and overall than initial services, This suggests that the continuous services of the affiliated franchisors has a higher relative importance than the initial services. Among the continuous services, brand reinforcement and promotion were significantly higher for both foreign brand merchants and domestic brand franchises. This can be regarded as the most important factor in brand reinforcement and promotion when selecting a food service franchisors. Conclusions: In the Standard Terms and Conditions governed by the Fair Trade Commission, the franchisors should increase the fairness by creating manuals for supporting services, especially after opening, and regularly checking whether the supporting services have been carried out like manuals since the establishment of franchisees. In addition, the Brand Strengthening and Public Relations Committee (tentative name) jointly participated by the franchisors and franchisees for the purpose of strengthening and promoting the brand, suggesting a system for transparent and efficient execution of the brand reinforcement and promotion budget and monitoring afterwards.

• 한국프랜차이즈경영연구
• /
• 제8권3호
• /
• pp.17-27
• /
• 2017

Purpose - In align with the increasing competition in both online and offline franchise markets caused by the increasing impact of social networking service, entrepreneurial passion(EP) of the franchise owners has crucial impact on the stakeholders. This study proposed the customer among stakeholders has the critical influence firm's success and examined the structural relationship between entrepreneurial passion(EP) and trust, identification, and loyalty from the customer's perspective. Research design, data, and methodology - This study examines the structural relationship between entrepreneurial passion(EP), trust, identification, and loyalty from the customer's perspective. More specifically, the EP were measured using three sub-dimensions such as EP-inventing(Perceived passion for inventing), EP-founding(Perceived passion for foundting), and EP-developing(Perceived passion for developing). In order to verify the research purposes, research model and hypotheses were developed. All constructs were measured with multiple items developed and tested in the previous studies. Each item was measured on a 7 point Likert-scale anchored by '1 = strongly disagree, 7 = strongly agree'. The data were collected from 449 franchise consumers through online survey and were analyzed using SPSS 21.0 and Smart PLS 3.0. statistical program. Result - The results of this study are as follows. First, EP-inventing and EP-developing have significant impacts on corporate trust. Second, EP-founding does not have significant impact on corporate trust. Third, EP-inventing and EP-founding have significant impacts on consumer identification. Fourth, EP-developing does not have impact on identification directly, but does indirectly through corporate trust as a mediator. Fifth, corporate trust and identification have significant impacts on loyalty. Conclusions - This indicates that the foodservice franchise CEOs should continuously develop new menus and service to fulfill customer needs. EP-inventing of the food franchise CEOs may enhance customer trust for higher quality of product or service, and EP-developing can also be a driving force for customer trust as it embeds belief in customers that the franchise is sustainably developing. Also, food franchise CEOs should first clarify the support process for the existing brands before developing new ones. Customers tend to lead the trend by using brands that satisfy new trends in the foodservice franchise market, and it could have identification with the trend-setting franchise. Customers do not accept if a company is different from their personal image or norms. So the franchise CEOs must create identification with customers by building corporate trust. Corporate trust influences consumer behavior and emotion, thus the franchises need to secure trust by improving product or service continuously.

• Asian Journal of Business Environment
• /
• 제5권4호
• /
• pp.47-57
• /
• 2015

Purpose - The purpose of this study is to analyze franchise coffee shop service quality factors based on pilot research. In the proposed analysis, store atmosphere is added as one of the service quality factors. We aim to examine how franchise coffee shop service quality and store atmosphere influence customer satisfaction and loyalty. Research design, data, and methodology - Data was collected from 482 Korean coffee shop franchises and analyzed using frequency analysis, reliability/validity assessments, correlation analysis, and regression analysis with the software program SPSS 19.0. Results - The results are as follows. First, taste is revealed to be the most influential factor among components that have an impact on service quality. Second, taste also turned out to have the most impact on service quality among components influencing customer loyalty. Last, customer satisfaction affected customer loyalty. Conclusions - This study's findings show that taste was the most influential factor on service quality. The conclusion here is that most of the coffee shop customers are very familiar with coffee taste and this is influencing their loyalty.

• 한국프랜차이즈경영연구
• /
• 제9권2호
• /
• pp.17-29
• /
• 2018

Purpose - The environment surrounding the franchise industry in recent years is a big threat to the franchise business. In this perspective, this study examines the effect of franchise CEO's Innovation, CSR Passion, and customer orientation(CO) on customers' perceived service quality(PSQ), affection, and commitments in the context of food-service franchise industry. This study suggests the guidelines on how franchisor uses their passion and customer orientation on customer to maintain and increase the commitments. Research design, data, and methodology - In order to achieve these purposes, research model and hypotheses were developed. Out of 500 respondents received through online survey, 449 respondents were used, because of 51 incomplete respondents. The data were analyzed using frequency analysis, confirmatory factor analysis, correlation analysis, and structural equational modeling with SPSS 23.0 and AMOS 23.0 statistical program. Result - The results of the study are as follows. First, innovation passion has a significant impact on PSQ and customer affection. And CSR passion have a significant impact on PSQ. Second, customer orientation has a significant impact on PSQ and customer affection. Third, PSQ has a significant impact on customer affection and sustainable commitment. Fourth, customer affection has a significant impact on behavioral commitment. Fifth, behavioral commitment has a significant impacts on sustainable commitment. Conclusions - The implications of this study are following as: Restaurants franchisor and CEOs should have a passion for innovation to continuously identify consumer needs and develop new menus and services that meet their needs. Second, franchisor and CEOs need to demonstrate the importance of creating the right environment, creating a fair business, and trying to create products in a given environment. Finally, franchisor and CEOs should demonstrate how to build relationships with customers and how to maintain positive feelings. In addition, it is necessary to appeal to the customers with enthusiasm and a customer-oriented tendency of the entrepreneur of the franchise head office in order to maintain the relationship with the customer and feelings.

• 한국컴퓨터정보학회논문지
• /
• 제25권12호
• /
• pp.305-313
• /
• 2020

본 논문은 외식프랜차이즈 가맹점의 배달 앱 이용속성이 만족도, 경영성과, 재이용의도에 어떠한 영향을 미치는가를 분석하고, 프랜차이즈 본사에서 가맹점에서 배달 앱의 가맹점 서비스가 어떠한 방식으로 이루어져야 하는지를 목적으로 배달 앱 지원방안을 제안하고자 한다. 본 연구에서는 외식 프랜차이즈 가맹점 중 배달 앱을 이용한 경험이 있는 가맹점 212명을 대상으로 설문하였다. 연구가설의 검증을 위해 단일 회귀분석, 다중회귀 분석하여 변수간의 관계를 검증했다. 연구결과 첫째, 외식 프랜차이즈 가맹점 배달 앱 이용속성이 만족도에 긍정적 관계가 있는 것으로 나타났다. 둘째, 외식 프랜차이즈 가맹점 배달 앱 이용속성이 경영성과에 긍정적 관계가 있는 것으로 나타났다. 셋째, 만족도는 경영성과에 영향을 미치는 것으로 나타났다. 넷째, 만족도는 재이용 의도에 영향을 미치지 않는 것으로 나타났으며, 경영성과는 재이용 의도에 긍정적 영향을 미치는 것으로 나타났다. 외식 프랜차이즈 가맹점의 원활한 배달 앱 이용을 위해, 지속적 관리와 합리적 가격정책을 통해 가맹점의 이용만족도를 높여야 하고, 프랜차이즈 본사에서는 배달 앱 기업과의 효과적인 협업을 통해 가맹점 매출 활성화에 기여할 수 있을 것이다.