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Conflict management capabilities in franchising

Abstract : Conflicts are common in franchising, however, they become dysfunctional above a certain threshold. Our aim is to understand how conflict management processes and, in particular, problem solving, persuasion, bargaining and politics, are developed and implemented within franchise chains and how they contribute to franchisors’ organizational capabilities. We do so through a qualitative study based on 44 in-depth interviews with franchisors and franchisees operating in France. Our main findings show that the implementation of these conflict management processes over time and with various franchisees nurture conflict management capabilities of franchisors.
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Contributor : Laurent Jonchère Connect in order to contact the contributor
Submitted on : Monday, September 20, 2021 - 4:26:28 PM
Last modification on : Monday, October 11, 2021 - 2:23:58 PM


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Rozenn Perrigot, Begona López-Fernández, Guy Basset. Conflict management capabilities in franchising. Journal of Retailing and Consumer Services, Elsevier, 2021, 63, pp.102694. ⟨10.1016/j.jretconser.2021.102694⟩. ⟨hal-03335742⟩



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