Conflict management capabilities in franchising

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 c...

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Bibliographic Details
Published in:Journal of retailing and consumer services 2021-11, Vol.63, p.102694, Article 102694
Main Authors: Perrigot, Rozenn, López-Fernández, Begoña, Basset, Guy
Format: Article
Language:English
Subjects:
Business administration
Conflict management
Franchising
Humanities and Social Sciences
Know-how
Organizational capability
Qualitative study
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Summary: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.
ISSN:0969-6989
1873-1384
DOI:10.1016/j.jretconser.2021.102694