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Conflict management capabilities in franchising

Author

Listed:
  • Rozenn Perrigot

    (IGR-IAE Rennes - Institut de Gestion de Rennes - Institut d'Administration des Entreprises - Rennes - UR - Université de Rennes, CREM - Centre de recherche en économie et management - UNICAEN - Université de Caen Normandie - NU - Normandie Université - UR - Université de Rennes - CNRS - Centre National de la Recherche Scientifique, ESC [Rennes] - ESC Rennes School of Business)

  • Begona López-Fernández

    (University of Oviedo)

  • Guy Basset

    (LEGO - Laboratoire d'Economie et de Gestion de l'Ouest - UBS - Université de Bretagne Sud - UBO - Université de Brest - IMT - Institut Mines-Télécom [Paris] - IBSHS - Institut Brestois des Sciences de l'Homme et de la Société - UBO - Université de Brest - UBL - Université Bretagne Loire - IMT Atlantique - IMT Atlantique - IMT - Institut Mines-Télécom [Paris])

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.

Suggested Citation

  • Rozenn Perrigot & Begona López-Fernández & Guy Basset, 2021. "Conflict management capabilities in franchising," Post-Print hal-03335742, HAL.
    • Handle: RePEc:hal:journl:hal-03335742
    DOI: 10.1016/j.jretconser.2021.102694
    Note: View the original document on HAL open archive server: https://hal.science/hal-03335742
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    Cited by:

    1. González-Márquez, Rafael & Rosa-Díaz, Isabel María & Caro-González, Francisco Javier & Galán-González, José Luis, 2023. "Where to internationalise and why: Country selection by restaurant franchises," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    2. Filipiak, Tadeusz & Wicki, Ludwik & Wrzesinska-Kowal, Joanna, 2023. "Resilience of Franchise Systems in the United States and Poland to Shocks on the Example of Covid-19 Period," Roczniki (Annals), Polish Association of Agricultural Economists and Agribusiness - Stowarzyszenie Ekonomistow Rolnictwa e Agrobiznesu (SERiA), vol. 2023(3).

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