Conflict management capabilities in franchising

Rozenn Perrigot (), Begona López-Fernández () and Guy Basset ()
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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: Universidad de Oviedo = 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]

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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: Conflict management; Franchising; Know-how; Organizational capability; Qualitative study (search for similar items in EconPapers)
Date: 2021-11
Note: View the original document on HAL open archive server: https://hal.science/hal-03335742v1
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Citations: View citations in EconPapers (4)

Published in Journal of retailing and consumer services, 2021, 63, pp.102694. ⟨10.1016/j.jretconser.2021.102694⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03335742

DOI: 10.1016/j.jretconser.2021.102694

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