프랜차이즈 시스템의 관리적 특성과 가맹점장의 리더십이 서비스 품질에 미치는 영향 - 외식업체의 프랜차이즈를 중심으로 -

The importance of franchise system's service quality has been addressed, but the previous work on the franchise system's service quality has focused on the franchise system or manager's leadership separately. Therefore, this study attempts to find the effect of both managerial characteristic of franchise system and leadership of the branch manager on service quality. The results of analysis showed that the managerial characteristics of the food service franchise system had a positive effect on internal customer satisfaction and that the transactional leadership and transformative leadership of the branch manager had a positive effect on internal customer satisfaction. And it was found that internal customer satisfaction had a positive effect on the tangibles, reliability, responsiveness and assurance of service quality.