LMX의 질을 매개로 팔로워가 인지하는 리더의 지원과 갈등이 만족, 영역초월행동그리고 재계약의도에 미치는 영향 : 프랜차이즈시스템의 생산성 중심으로

The purpose of this study is firstly to examine that in franchise system which is mutual trust relationship system between organization and members, whether the quality of Leader(franchisor)-Follower(franchisee) exchange(LMX: Leader-Member Exchange) has the effect of mediator between a leader's support, conflict and satisfaction. Secondly, our purpose is to examine the effect relationship and leadership between the result variables of the quality of LMX such as satisfaction, boundary spanning behaviors and re-contract intention. Thirdly, we want to verify social influence relationship about the way of leadership between organization and members through general verification relationship from marketing productivity view as a competitiveness of organization so that we could examine the productivity of organization for franchise system. For this, we set up hypothesis based on the antecedent studies and we select the franchise system as the subject of empirical analysis. The franchise system we research on is the owner of franchisees(n=500) of 11 franchisor which has more than 50 franchisees. The result of the structural equation modeling analysis is that the quality of LMX affecting the productivity of franchises system has the effect of mediator between a leader's support, conflict, satisfaction and boundary spanning behaviors. And we found that as a result variable, the satisfaction has the positive(+) effect on boundary spanning behaviors and re-contract intention and boundary spanning behaviors has the positive(+) effect on re-contract intention through the satisfaction. We found that the quality of LMX between organization and members is improved by role making theory and social exchange theory and with the high quality of relationship between franchisor and franchisee, we can expect the result of marketing productivity such as trust and satisfaction, unification and loyalty and boundary spanning behaviors.