论特许权交易的动态结构与特许扩张

特许经营是以特许权交易为纽带形成的开发与利用外部市场机会的专业化分工组织,特许扩张直接表现为特许权交易的扩张.由此,首先将特许权交易划分为特许品牌使用权交易和受许人控制权交易2个子交易,在此基础上分析了特许权交易动态结构的循环与共生特征及其内在矛盾;然后通过对特许权交易循环中的资产配置分析和特许双方的动态博弈分析,揭示特许经营稳定扩张的条件和过度扩张的形成机理;最后提出相应的对策建议.     

Making Franchising Work: A Framework Based on a Systematic Review

There is a large and fragmented literature that examines the nature of franchising. This paper aims to collect all the empirical evidence on the factors that make franchising work and to integrate this evidence in a framework. A narrative synthesis was performed of 126 peer‐reviewed empirical journal articles. This review shows how the outcomes of franchising are determined by five major clusters of factors: ownership structure, business format design, contract design, behavior of the franchisor and the franchisee and their interaction, and the age and size of the system and its units. It identifies what franchisors and franchisees need to do to be successful and which evidence gaps and conflicting results remain. To yield better outcomes for both the franchisor and the franchisee, they should work on a recognizable brand name and a good working relationship; in addition, they should have suitable skills and attitudes as well as contractual exclusive territories. For further improvement of franchisee outcomes, high‐quality franchisor support, decentralized decision‐making, selection tools and fair contracts are essential. The effects of a high franchise proportion, active ownership, knowledge exchange and standardized operating instructions are contingent on other structural and contextual factors in the system. Conflicts and tying should be prevented. Hardly any research has been undertaken into which franchise designs are valued by customers. The authors have launched a research agenda for further research, from various theoretical perspectives, into the interactions between system elements, actors and contexts.     

Variable Royalty Rates for Improving Franchise Channel Coordination*

A business format franchisor obtains a major part of its revenues from franchise royalties, which are typically a fixed percentage of franchisee gross sales. When a fixed royalty rate is used and the marginal costs of operating the franchise are increasing, the franchisee does not have an incentive to increase sales beyond a certain “optimal” volume. We present a model that recommends the use of a variable franchise royalty rate for extending this optimal sales volume. For a general convex cost function, we show that a new lower rate can be applied to incremental sales beyond the original optimal level. We show that this new rate should be less than half of the original rate when a quadratic cost function is applicable. Adopting a variable royalty rate increases franchisor royalty revenues and franchisee profits.     

Resolving conflict over salespeople’s brand adoption in franchised channels of distribution

Many franchise-based retail outlets offer both the franchisor-owned brand and brands of competitors or independent suppliers. As salespeople may influence customers’ brand choices considerably, an important concern for franchisors is how to raise salespeople’s selling preferences for the franchisor-owned brand. However, the channel administration literature suggests that salespeople may not automatically favor the franchisor’s brand over other brand lines. While a large body of research examines franchise–channel relationships, previous investigations have conspicuously overlooked this channel conflict. In proposing a conceptual model grounded in the behavioral sciences, this study analyzes how franchisors can induce salespeople to advocate their brand by fostering the intention to promote the franchisor-owned brand (IFOB) in customer interaction. The results of an empirical field study show that individual brand promotion depends on factors such as salespeople’s identification with the franchisor and their tenure with the organization, as well as on the franchisor’s prestige and administration of the franchise. Moreover, we find that franchisees’ IFOB transfers to salespeople, but only if franchisees display a charismatic leadership style. We discuss these findings in light of extant theory and empirical evidence and derive several managerially relevant implications for the administration of franchised retail channels.     

Pricing-based practices,conflicts and performance in franchising

Pricing management is complex in hybrid organizations like franchising, as much of the raison d’être of franchising is built upon maintaining chain uniformity. However, franchisees and franchisors may have very different views on what the optimal prices are at a given unit. The aim of our research is thus to assess how resale pricing decisions are made and implemented in franchised chains and what the business consequences are. Our research question is then “Which pricing-based practices reduce conflicts between franchisors and franchisees and so enhance performance?” Based on a questionnaire-based survey of 406 franchisees in the largest European franchise market, France, the results of our analyses show that resale pricing in franchised chains is of crucial importance not only vis-à-vis customers, but also vis-à-vis franchisees, particularly concerning their satisfaction, store performance, and intention to acquire additional stores. On the franchisor part, pricing is essential in terms of brand performance and brand name value. Regarding the franchisor-franchisee relationship, pricing is crucial in terms of the occurrence of conflicts.     

Contractual relations and organizational structure in franchising

In this paper, we employ a new dataset based on a sample of 123 franchise systems originating from Germany to empirically test hypotheses stemming from agency theory and capital scarcity considerations on the contractual relations and the organizational structure in franchising. We include proxies for the franchisor’s capital scarcity as well as for moral hazard on the franchisee’s and the franchisor’s side. Furthermore, we distinguish between initial and ongoing franchisor support. Our results indicate that agency models based on double moral hazard do explain the design of franchise contracts and the organizational structure in terms of the proportion of franchised outlets. We find that the incentive component of the franchise contract (the royalty rate) is not influenced by moral hazard on the franchisee’s side, but rather by moral hazard on the franchisor’s side. Furthermore, the proportion franchised is strongly influenced by moral hazard on the franchisee’s side. Hence, after providing incentives to outlet managers by turning them into franchisees, thereby granting them residual claimancy, the royalty rate mainly serves to ensure ongoing franchisor input. The franchisor’s capital scarcity influences the fixed fee in franchise contracts and the proportion of franchised outlets, thus supporting standard capital scarcity arguments.     

A Model of Entrepreneurial Autonomy in Franchised Outlets: A Systematic Review of the Empirical Evidence

Entrepreneurial autonomy among franchisees is a persistent management challenge. There is a lack of empirical synthesis of its drivers, its consequences, and how it can be integrated with the standardization requirements in franchise systems. Various theoretical and empirical studies have stressed that merging franchisee autonomy with the franchisor's desire for uniformity is extremely difficult. This paper aims to provide a systematic review of the relevant empirical studies in order to identify a range of influences, controls, outcomes and associated moderating and mediating factors that offer a better representation of what contributes to the understanding of franchisee entrepreneurial autonomy. By drawing together findings from a broad range of theoretical perspectives, the evidence was used to develop a comprehensive model of entrepreneurial autonomy in franchised outlets. The model not only provides a structure that brings together prior studies, but also identifies the less researched areas that can advance the management literature on the notion of autonomy in franchising. The research and practitioner implications of the review and its limitations and possible directions for future studies are discussed.     

Franchise Contracting: The Effects of The Entrepreneur's Timing Option and Debt Financing

We solve a sequential‐moves game that involves three players: the franchisor, the entrepreneur, and the banks. The franchisor chooses the contract terms (a one‐time franchise fee and a royalty rate for on‐going payments). The entrepreneur dynamically decides when to sign this contract, open a store, and apply for debt financing to cover the initial investment. In response to the entrepreneur's application, banks competitively determine loan rates. We find that the franchisor should use royalty cash flows and not the franchise fee to extract value from the entrepreneur. This is a new explanation of empirical evidence that franchise contracts favor royalties over franchise fees. To account for the possibility of the entrepreneur's bankruptcy and bankruptcy costs, the franchisor should decrease the royalty rate. However, despite a lower rate, the threshold for the entrepreneur to open the store is higher in the model with financing than in the model without financing. This threshold is much higher than it would have been for the integrated system, which in turn is higher than the static break‐even‐NPV threshold. If a franchisor ignores financing considerations, she will suffer from having to wait longer for the store opening and from a higher bankruptcy probability. We predict that the franchisor is the main beneficiary of the entrepreneur's greater initial wealth and that the franchisor will benefit more if she assumes a greater share of the store's operating costs.     

连锁便利商店加盟关系中止倾向之研究

以台湾全家便利连锁店为研究对象,从信任和关系中止的联系出发,采取问卷调查的方法,探讨影响加盟关系中止的主要因素.结果显示:1.加盟者的经济满足和非经济满足与其对加盟总部的信任程度正相关,非经济满足的影响更大.2.总部和加盟者之间的沟通程度与加盟者对加盟总部的信任程度正相关.3.加盟者与总部的非功能性冲突与其对加盟总部的信任程度负相关,功能性冲突与信任程度正相关,且非功能性冲突的影响大于功能性冲突.4.信任是影响加盟关系中止的前因变量,信任在非经济满足和非功能性冲突对关系中止的影响中具有中介效果.     

Complementarities and Substitutabilities in Franchise Contracting: Some Results from the German Franchise Sector

According to the property rights approach,decision rights have to be allocated accordingto the distribution of intangible knowledge assetsbetween the franchisor and franchisee andownership rights have to be assigned according to theresidual rights of control (residual decisionrights). Since residual income rights are diluted infranchising relationships, ownership rightsinclude not only residual income rights (initial fees androyalties) but also complementary ownershipsurrogates to simulate the motivation effect of undilutedownership rights. Therefore, under a propertyrights perspective, an efficient contract structure infranchise relationships implies co-locationbetween knowledge assets and decision rights andcomplementarity between residual decision andownership rights. The more important the franchisor's(franchisee's) system-specific assets (localmarket knowhow) for the generation of residual surplus, themore decision and complementary ownership rightsshould be transferred to the franchisor(franchisee). Three hypotheses were derivedfrom the property rights approach and tested in the Germanfranchise sector. The empirical results arepartly supportive of the hypotheses.     

Is it All About Money? – Affective Commitment and the Difference Between Family and Non‐family Sellers in Buyouts

In this paper we investigate private equity firm perceptions of sellers’ affective deal commitment in buyout transactions. Using a sample of 174 buyouts, we test trust, goal congruence and private equity reputation as potential antecedents of perceived deal commitment. We also examine whether and how different types of sellers, family versus non‐family firms, moderate sources of perceived affective deal commitment. In sum, we find evidence that non‐financial factors play a role in buyouts, particularly for family firm sellers.     

Gaining Competitive Advantages: Analyzing the Gap between Expectations and Perceptions of Service Quality

Universities have obligations to fulfill the needs of two customers –students and industry. Students must be intellectually prepared to meet the challenges of a highly competitive global environment. One approach in meeting this challenge is to focus on `Service Quality.' The purpose of this paper is to review the relevant research literature and theorize several propositions about SERVQUAL in the higher educational environment. The research considers the gap between expected services and perceived services and how these dimensions of SERVQUAL may be utilized to improve service quality and customer satisfaction.     

The impact of communicative efficiency on franchisee performance

The objective of this study is to examine how franchise network members can organize networking activities efficiently. Conceptualising the franchise organisation as a social network arrangement, this chapter argues that efficient resource transmission among franchisees is essential in the quest for competitive advantage and economic rents, and is the key to higher individual (and in aggregation, collective) performance. Thus, efficient exchange reinforces the superiority of the network form of organisation to alternative organisational designs. The study suggests that interfranchisee communication is the strategic means for efficient exchange. Hypotheses are tested on a sample of 121 fashion retail franchisees.     

A Congruence Construct of User Involvement

The MIS literature has devoted considerable attention to the relationship between user involvement and MIS success; unfortunately, this research has produced conflicting results. Recent research on a discrepancy model of user involvement has provided a framework for reconciling studies showing positive, negative, or no impact of involvement on user satisfaction. In this discrepancy model, individual differences between perceived and desired levels of involvement define three conditional states or frames of reference that govern the relationship between involvement and end-user satisfaction. The discrepancy model indicates that studies of user involvement need to control for individual differences by dividing respondents into three groups corresponding to these conditional states. Building upon the discrepancy concept, this paper presents a congruence construct of user involvement (i.e., a measure of involvement “relative” to an individual's desire to get involved) as an alternative way of modeling this contingency relationship. The reliability and validity of the involvement congruence construct are assessed. Perceived and congruence constructs of involvement are compared as predictors of end-user computing satisfaction. The results suggest that involvement congruence is a better predictor than perceived involvement and may offer theoretical as well as empirical advantages over the use of component measures. Furthermore, the congruence method of modeling the discrepancy effect has research design advantages (i.e., it does not require dividing respondents by frame of reference).     

How customer satisfaction with respect to price and quality affects customer retention: an integrated approach considering nonlinear effects

There is consensus in the marketing literature that satisfaction of customers concerning the perceived quality and pricing of products or services is critical for customer retention. In contrast, there is lack of empirical evidence about the exact functional relationship. Using parametric and nonparametric regression, this contribution empirically investigates whether and to what extent nonlinear effects of and interaction effects between both satisfaction dimensions affect customer retention. The empirical results do not only reveal complex nonlinear effects for those satisfaction-retention relationships, respectively, but also indicate strong interaction effects of both satisfaction dimensions on customer retention. Furthermore, nonparametric approaches prove to be more flexible than parametric approaches to model complex interactions.     

B-C移动商务价值主张实证研究

移动技术应用已经和正在改变人们现有的工作和生活方式,移动商务应用由于其独有的特征和价值主张为人们创造了新的价值。已有的理论研究了移动商务价值创造规律与初步研究途径,但对于移动商务的价值主张的维度及内涵并没有具体的分析,更没有进行实证研究。本文以B-C移动商务应用案例和使用者为样本,通过描述性案例研究归纳出移动商务价值主张的四个维度的主要内涵,并据此对移动商务价值主张各维度及其测度进行量表开发。     

An Exploratory Study of the Impact of e‐Service Process on Online Customer Satisfaction

Although extensive academic research has examined the dynamics of interpersonal interactions between service providers and customers, much less research has investigated customer service encounters through technological interfaces such as the Web in electronic commerce transactions. Corporate websites have become an important point of contact with customers for many companies. Service has been described as one of the most important attributes for online business to influence traffic and sales. However, more research is needed to understand how Web‐based technological capabilities of services affect customer satisfaction. In this paper, we propose viewing the interface between online buyers and sellers through the lens of service management to identify possible determinants of online customer satisfaction. A company's website is considered its electronic service delivery system. We look at this electronic service delivery system from its process point of view. Our findings indicate that as the electronic service delivery system process improves, a customer's perception of the website's ease of use increases, leading to increased service value and perceived control over the process, which increases customer satisfaction. The research provides evidence that the technological capabilities embedded in the website processes are an important factor in determining service quality and ultimately online customer satisfaction.     

Exploring the Effects of the Privacy‐Handling Management Styles of Social Networking Sites on User Satisfaction: A Conflict Management Perspective

The issue of consumer information privacy, arguably the most substantial and persistent problem confronting e‐commerce companies in general and online social networking service providers in particular, often results in unsatisfied customers. Researchers have investigated privacy from various perspectives and in a multitude of settings, yet there have been few attempts to understand privacy versus satisfaction, particularly from the perspective of conflict management. Because users’ privacy can be negatively affected by social networking sites (SNSs), this study focuses on the privacy conflicts between SNSs and their users. Drawing on conflict management theory, this article investigates the effects of different conflict management styles exhibited by an SNS on users’ satisfaction with its privacy practices, which then affects their intention to disclose personal information. The SNS examined in this study is Facebook, the most popular SNS with the largest number of users. Data were collected using an online survey and were analyzed using structural equation modeling. The results suggest that the two cooperative conflict management styles demonstrated by the SNS—accommodating and problem‐solving—positively affect users’ satisfaction with the privacy practices of the SNS both directly and indirectly through perceived privacy risk control. With regard to uncooperative styles, an avoiding style negatively affects user satisfaction directly, whereas an asserting style negatively affects user satisfaction indirectly through perceived privacy risk. The results also support that satisfaction is positively related to intention; users who are satisfied with the privacy practices of SNSs are more willing to disclose personal information than unsatisfied ones.     

Canadian executives' perceptions of the U.S. and Canadian free-trade agreement and their potential effects on decision-making

This study analyzes executives' perceptions of free trade negotiations and the potential effects of these perceptions on strategy. Top executives in 300 major Canadian industrial firms were surveyed to test two propositions. They are: (1) Executives tend to perceive that free trade would lead to market expansion which, in turn, would increase trade, production, and investment efficiencies and (2) Decisions in business strategy formulation and implementation may be influenced by the perceptions of the trade policy.The propositions were tested with the following results. Support for proposition one is mixed. Support for proposition two, however, is for the most part predominant.     

Work-to-family conflict and its relationship with satisfaction and well-being: a one-year longitudinal study on gender differences

The present study produced new knowledge about gender differences with respect to work-to-family conflict and its longitudinal relations with indicators of satisfaction and well-being. The study examined the longitudinal relations between work-to-family conflict and self-reported satisfaction and well-being in the domains of work (job satisfaction), family (marital satisfaction, parental distress) as well as overall (psychological and physical) symptoms. Data were obtained from a random sample of Finnish men (n=208) and women (n=218) who were employed and had either a partner or/and children. A survey was conducted at two points in time, in 1999 (Time 1), and one year later, in 2000 (Time 2). The results revealed that, among women, work-to-family conflict perceived at Time 1 significantly predicted job dissatisfaction, parental distress as well as psychological symptoms at Time 2. However, among men, a low level of satisfaction or well-being at Time 1 (marital dissatisfaction, parental distress, psychological and physical symptoms) functioned as a precursor of work-to-family conflict perceived at Time 2. In addition, the experience of work-to-family conflict turned out to be relatively stable for both genders over the time period of one year. It is likely that work-to-family conflict will continue to affect employees, and should be a central focus for organizations.