Conflict management capabilities in franchising

Rozenn Perrigot, López-Fernández, Begoña and Guy Basset

Journal of Retailing and Consumer Services, 2021, vol. 63, issue C

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.

Keywords: Franchising; Conflict management; Organizational capability; Know-how; Qualitative study (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (4)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:63:y:2021:i:c:s0969698921002605

DOI: 10.1016/j.jretconser.2021.102694

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