외식 프랜차이즈 가맹점 직원의 서비스 프로세스 혁신 지표 중요도에 관한 연구

Restaurant chain businesses are introducing new management methods to grow and expand their operations. The fastest way to expand the restaurant chain is franchise system establishing more stores by borrowed capital besides direct investment and management by the parent company. It is important for franchise system to maintain the same quality. Because of maintaining the same quality by utilizing the standardized system, the business can convey identically the corporate image. These days as chain businesses become more competitive and customer requirements are more various, business strategies for existence become more important. The object of this study is to find out and compare service process innovation index of restaurant franchise business. The innovation index may not play crucial role in business management but this will help the business in the future. The empirical analysis demonstrated that there were meaningful differences among chain restaurants of 3 brand. The 3 factors of franchisee employee's perception were simplification, automation and standardization. The result of this study, perception level of Nolbu employees on service process innovation index was higher than other restaurant employees'. In case of Nolbu, research and training for Korean food service process has done to expand its market and introduce a new system. The research is in its early stages and insufficient. For such reasons there are many study limitations. So it is needed to study deep into the subject. It is needed to make gradual progress on quantificational method related to IT field.