The Effects of Perceived Fairness on the Relationship Quality and Management Performance: A Comparison between Franchiser and Franchisee in the Food Service Industry (외식프랜차이즈 시스템의 공정성이 관계의질과 경영성과에 미치는 영향 - 가맹본부와 가맹점의 비교 -)

Chong,Yu-kyeong (정유경); 박수현; 황예림

The Effects of Perceived Fairness on the Relationship Quality and Management Performance: A Comparison between Franchiser and Franchisee in the Food Service Industry

Journal of Tourism Sciences
Abbr : JTS
2010, 34(7), pp.37-60
Publisher : The Tourism Sciences Society Of Korea
Research Area : Social Science > Tourism

Chong,Yu-kyeong ¹, 박수현 ¹, 황예림 ²

¹세종대학교
²이랜드

Accredited

ABSTRACT

This study examined the effects of mutually perceived fairness between franchiser and franchisee on their relationship quality and management performance. The mutually perceived fairness was conceptualized in terms of distribution fairness and procedure fairness. The relationship quality was measured in terms of satisfaction, trust and commitment and the management performance was measured based on the BSC(Balanced Scorecard). Data were collected from 374 franchiser and franchisee in the Korean food service industry. The results showed that the procedural fairness made a positive impact on satisfaction, trust and commitment, while the distribution fairness did not. Results also indicated that the relationship quality made different effects on different aspects of management performance. Results from this study suggested that the franchisers and franchisees acknowledged the importance of procedure fairness in achieving the satisfaction, trust and commitment, and in turn, in makeing fruitful management performance.

KEYWORDS

Fairness, Management performance, Relationship quality, Satisfaction, Trust, Commitment

Citation status

* References for papers published after 2023 are currently being built.

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