• The Korean Journal of Franchise Management
• /
• v.5 no.2
• /
• pp.25-49
• /
• 2014

This study is to examine the impact of sales franchisor's relationship-oriented efforts(flexibility, problem solving support, customization, information exchange, and supervisor characteristics) on relationship quality(satisfaction, trust, and commitment) and recontract intentions. In order to analyze proposed model, this study collected the 233 franchisees with owner or hired manager. The data were analyzed with SPSS/PC 18.0 and AMOS 18.0. 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 findings are as follows: First, relationship-oriented efforts had positive effects on relationship quality (satisfaction, trust, and commitment) of franchisee. Second, satisfaction had positive effect on trust, but did not on recontract intentions. Third, trust had positive effects on commitment and recontract intentions, respectively. Finally, commitment had a positive effect on recontract intentions. At the end of this paper, managerial implications and limitations and future research directions were suggested.

• The Korean Journal of Franchise Management
• /
• v.9 no.1
• /
• pp.41-51
• /
• 2018

Purpose - In franchise system, how to build the relationship between the franchisor and franchisee through influence strategy is very important, because it affects on the long-term orientation like recontract intentions. Thus, this study examines the effect of mandatory influence strategy on relationship satisfaction, relationship trust, and recontract intentions in the context of food-service franchise industry. This study suggests the guidelines on how franchisor uses their influence strategy on franchisee to maintain and increase the recontract intentions. Research design, data, and methodology - This study examines the structural relationship between mandatory influence strategy, relationship satisfaction, relationship trust, and recontract intentions from the franchisee's perspective. Mandatory influence strategy divide into three sub-dimensions such as request, legalistic plea, threat. In order to test the purposes of this study, research model and hypotheses were developed. Every constructs were measured by multiple items tested and developed in the previous research. Also, the constructs utilized in this research are measured using 7-point scales anchored by "1=strongly disagree" and 7=strongly agree". The data were collected from 496 owner and owner manager franchisees and were analyzed using SPSS 21.0 and Smart PLS 3.0. program. Analysis of frequency was conducted to identify the demographics and general characteristics of the survey subjects. In order to measure the reliability and validity of the measurement tools, confirmatory factor analysis and correlation analysis were conducted and structural model analysis was conducted to verify the proposed research model. Result - The results of this study are as follows. First, this research found that mandatory influence strategy is positively related to relationship satisfaction and relationship trust, but not to recontract intention directly. Second, this research also found that the full mediating role of relationship satisfaction and relationship trust between the mandatory influence strategy and recontract intention. Conclusions - The findings of this research indicate that franchisor should use properly mandatory influence strategy to improve recontract intentions through relationship satisfaction and relationship trust. Due to the nature of food-service franchise industry, which needs high relationship quality, franchisor must manage their franchisee using influence strategy in order to improve satisfaction and trust. If franchisee perceives higher relationship quality, they will show higher intention to recontract. At the end of this paper, limitations and future research directions were suggested.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.12 no.11
• /
• pp.4778-4787
• /
• 2011

The purpose of this study to develop IT Outsourcing service quality evaluation measurement have been frequently used to apply a model KS-SQI in the service industry. Primary needs fulfillment, unexpected benefits, reliability, individual empathy, positive assistance, accessibility and physical environment were selected as independent variable, they evaluate IT outsourcing service quality in order to verify their suitability as a tool for IT outsourcing service evaluation measurement, to analyze how that affects IT outsourcing satisfaction, and to investigate whether affecting IT outsourcing satisfaction on recontract intentions. To validate the hypothesis by path analysis conducted between variables using LISREL, primary needs fulfillment, reliability, individual empathy, positive assistance, accessibility and physical environment have significant effect on IT outsourcing satisfaction, but unexpected benefits don't have effect on IT outsourcing satisfaction, and IT outsourcing satisfaction showed significant effect on recontract intentions. Six Measurement tools has been proved to be suitable as a IT outsourcing service quality evaluation tool. Contribution of this study to evaluate the quality of IT outsourcing services, KS-SQI model developed by applying the measuring tool was achieved theoretical extensions and practical aspects of a recontract with the provider of IT outsourcing and IT outsourcing services for as a tool to assess the quality of can be used.