외식 프랜차이즈 본부의 갈등해결행동이 관계만족과 관계성과에 미치는 영향

A conflict exists in any organization or society, and it can occur at any time in our life (Donovan, 1993; Marion, 1995). In the franchise industry, the conflict also exists in a relationship between franchisor and franchisee, because their diverse needs and goals are not fulfilled. However, if they do not solve their issues, their relationship would be terminated. Therefore, we need to identify causes and consequences of conflicts. For these purposes, we identified conflict resolution activities and how those activities affect procedure and behavior satisfaction, and relationship performance. The data were analyzed with structural equation modeling using path analysis. The result of the overall model analysis appeared as follows: χ²=123.823, df=68, p=.000, GFI=.933, AGFI=.896, NFI=.960, CFI=.982, TLI=.974, RMSEA=.058,. Since the result of the overall model analysis demonstrated a good fit. The findings can be summarized as follows:First, franchisor conflict resolution activities have a significant effect on procedure satisfaction and behaviour satisfaction. Second, procedures satisfaction has a significant effect on behaviour satisfaction. Finally, procedure satisfaction has a significant effect on relationship performance.