• 융합정보논문지
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• 제9권12호
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• pp.271-278
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• 2019

뷰티산업은 고객을 대면하면서 서비스를 제공하여야 하는 특성상 종업원들의 감정적 스트레스가 높은 직업 중 하나이다. 따라서 뷰티산업 종업원들을 내부고객으로 인지하고, 적절한 내부마케팅(교육훈련, 보상시스템, 권한 위임, 경영층지원)을 통하여 직무에 대한 만족을 높여준다면, 종업원들이 외부고객에게도 다양하고 만족스러운 서비스를 제공함으로써 매출액이 극대화되고, 이직률이 낮아진다는 명제를 기초 자료로 활용하고자 4가지 가설을 수립하고, 뷰티산업 피부미용 프랜차이즈 종사자들을 대상으로 2018년 11월 1일부터 12월 30일 동안 설문지 320부를 회수하여 AMOS 21.0, SPSS 22.0프로그램을 이용하여 빈도분석, 신뢰도 분석, 확인적 요인분석, 상관분석, 경로분석 등으로 처리하였다. 그 결과 교육훈련은 직무만족에 영향을 미치지 않는 것으로 나타났으나, 보상시스템, 권한위임, 경영층지원은 정(+)의 영향을 미치는 것으로 나타났다. 따라서 뷰티산업도 내부마케팅을 강화하여 종업원들의 정신적 스트레스와 직무에 대한 만족도를 높여야 한다고 사료된다.

• 대한안전경영과학회지
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• 제12권1호
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• pp.161-168
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• 2010

This paper presents a six sigma project for improving customer satisfaction of a franchise store. The project follows a disciplined process of five macro phase : define, measure, analyze, improve, and control(DMAIC). Due to the limitation of existing methodologies, numerous difficulties arise during the six sigma application to transactional processes. This paper expected to be helpful to service industry in which is very difficult to measure and implement.

• 한국프랜차이즈경영연구
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• 제10권1호
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• pp.19-32
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• 2019

Purpose - Since the opening of Korea's distribution market, the domestic network marketing market has been continuing to grow. In this context, research on network marketing independent operators, which plays the most important role in the network marketing industry, is insufficient. This study was to identify the effects of Independent Operator's Company Selection Attributions on the Economic and Non-Economic Satisfaction, Trust, and Recommendation. The results will provide strategic direction, theoretical and practical implications for companies and operators in the network marketing industry. Research design, data, and methodology - In order to verify the research hypotheses, the data were collected from Independent Operators of Network marketing industry using questionnaires. The pretest was conducted from January 8 to 19, 2018, and the main survey was conducted from February 1 to 28. A total of 210 questionnaires, of which 193 copies were collected. The data were analyzed with SPSS 21.0. and AMOS 21.0. Results - The results are as follows; product competitiveness and system competitiveness have significant effects on economic satisfaction and non-economic satisfaction. Economic and non-economic satisfaction have significant effects on business trust. Economic and non-economic satisfaction did not influence recommendation intention directly, but influence it indirectly. Business trust has a significant effect on business recommendation intention. Conclusions - After starting network marketing business as an independent operator, the competitiveness of the company is meaningless, and product competitiveness and system competitiveness are important factors for economic and non-economic satisfaction. Therefore, network marketing companies and independent operators should prioritize product competitiveness and system competitiveness between business development. The findings show that trust in the business is very important for active business Recommendation to others. Therefore, network marketing firms and independent operators need to make efforts to meet economic and non-economic satisfaction, which have a significant impact on business trust.

• 한국프랜차이즈경영연구
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• 제12권1호
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• pp.45-55
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• 2021

Purpose: How to build the positive emotion of customer is very important, because it affects the positive attitude. Brand evidence has a significant impact on consumer behavior in terms of reinforcing consumers' perception of food service companies and differentiating them from competing brands. Thus, this study examines the effect of brand evidence on emotion (positive emotion and negative emotion), and attitude in restaurant industry. Research design, data, and methodology: This study examines the structural relationship among brand evidence, emotion, and attitude. Brand evidence divide into three sub-dimensions such as physical evidence, core service, and employee service. In order to test the purposes of this study, research model and hypotheses were developed. The questionnaire items were modified and used according to the content of this study based on previous studies. All constructs were measured by multiple items tested and developed in the previous research. The data were collected from 439 restaurant users from Seoul area were analyzed using SPSS 22.0 and SmartPLS 3.0 program. A total of 460 questionnaires were distributed and a survey was conducted for 4 weeks, and a total of 439 were used for analysis, excluding non-response data and 21 unusable response data among the collected questionnaires. Frequency analysis was conducted to identify the general characteristics of the survey subjects. To measure the reliability and validity of the measurement tools, confirmatory factor analysis was conducted. Structural model analysis was conducted to verify the research model. Result: The findings demonstrate that physical evidence, core service, employee service had positive effects on positive emotion. And core service and employee service had negative effects on negative emotion while physical evidence did not have. Also, positive emotion had positive effect on attitude and negative emotion had negative effect on attitude. Conclusions: The findings of this study provide guidelines on how to enhance competitiveness in restaurant industry through understanding brand evidence's effects on raising perceived consumer's emotion and attitude. Therefore, food service companies should establish a marketing strategy that can stimulate positive emotions through brand evidence, which is all factors related to service brands that influence consumers' evaluation of service products and purchase decision-making process.

• 융합정보논문지
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• 제11권8호
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• pp.194-200
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• 2021

뷰티산업은 어려운 사회적 환경에도 지속적으로 발전하였고 과정에 소규모 뷰티업들은 점차 대형화된 뷰티프랜차이즈 상태로 급성장 하였다. 따라서 뷰티산업에 종사하는 종사자들에게 다양한 내부마케팅이 필요하다고 사료되어 본 연구를 진행하였으며 종사자들에게 어떠한 내부마케팅이 직무몰입에 큰영향을 미치는지 알아보기 위해 2021년 2월 1일부터 2021년 3월 31일까지 설문지 250부 중 220부를 수집하여 spss 22.0으로 빈도분석, 신뢰도분석, 요인분석, 상관분석, 다중회기분석한 결과 연구 가설로 세운 4가지 모두 영향을 미치는 것으로 나타났으며, 그중 종사자들이 가장 만족하는 내부마케팅은 보상시스템이 었고 직무몰입에 가장 큰 영향을 미치는 것으로 나타났다. 따라서 내부마케팅은 종사자가 원하는 실질적 내부마케팅이 계획 되어야 한다고 사료된다.

• 한국프랜차이즈경영연구
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• 제2권2호
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• pp.1-23
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• 2011

2002년 5월 공정거래위원회는 '가맹사업거래의 공정화에 관한 법률'을 제정하여 정보공개제도를 도입하였으나, 정보공개서의 신뢰성과 투명성을 담보하는데 한계가 드러나게 되어 2008년 2월부터 가맹본부로 하여금 가맹희망자나 가맹점사업자에게 제공할 정보공개서를 공정거래위원회에 등록하도록 하고, 등록된 정보공개서를 가맹희망자나 가맹점사업자에게 제공하도록 하는 정보공개등록 제도를 도입하였다. 이에 가맹본부는 새로이 도입된 정보공개서 등록제도에 대하여 귀찮고 규제일원적인 제도로 생각하고 있으나, 가맹사업이 급속도로 발전되고 있는 요즈음 가맹사업의 경쟁력을 강화하지 않으면 자칫 도태될 위험에 처해있는 현실에 비추어 볼 때, 역발상으로 오히려 가맹사업을 전개함에 있어 가맹본부가 잘 작성된 정보공개서를 홍보자료로 적극 활용하고 예비창업자들에 진실성이 담보된 정보를 제공하여 가맹본부의 신뢰성을 확보한다면, 가맹사업자와 더불어 가맹사업을 성공적으로 이끌 수 있는 토대를 마련하게 될 뿐 아니라 또한 가맹점사업자와의 사이에 발생되는 분쟁을 사전에 미리 차단하여 대리비용을 감소시켜나갈 수 있을 것이다. 이에 본 연구에서는 가맹본부의 입장에서 정보공개서를 잘 작성할 수 있는 방법 및 그 활용방안에 대하여 연구하였다.

• 한국프랜차이즈경영연구
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• 제2권1호
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• pp.173-199
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• 2011

프랜차이즈 시스템에서 가맹점사업자는 가맹본부가 제공하는 영업노하우나 경영지원 등 포괄적 시스템에 의존할 수밖에 없고, 가맹본부는 판매나 경영방식을 통해서 가맹점사업자를 통제하거나 원조하기 때문에 당사자 간에 '경제력'이나 '정보력' 등에 있어서 대등한 관계에서 출발하지 않는다. 이로 인하여 가맹본부가 필요 이상으로 가맹점사업자의 활동을 구속·제한하는 불공정한 거래관계가 발생할 가능성이 클 뿐만 아니라, 가맹사업거래의 외관을 가장한 사기성 거래를 하려는 자들에 의한 부작용이 초래되어 가맹사업의 발전 및 국민경제의 발전을 저해하는 요인으로 작용하고 있다. 따라서 본 연구에서는 분쟁조정협의회에 신청된 분쟁사례를 중심으로 가맹본부와 가맹점사업자간의 분쟁원인과 문제점을 파악하여 가맹사업 분야에서 불공정한 거래관행을 예방하고, 가맹점 모집과정의 투명성과 가맹사업 거래과정의 공정성을 확보하기 위한 방안을 모색해 보고자 한다. 사례분석 결과 첫째, 가맹본부의 정확한 정보공개서 제공과 가맹사업자의 확실한 이해를 통한 가맹계약이 이루어져야 한다. 둘째, 가맹본부의 일정 기간이 경과된 직영점 운영 경험과 상권에 따른 운영 노하우 및 정확한 데이터 분석과 검증을 통한 가맹점사업자의 모집이 필요하다. 셋째, 가맹계약 시 가맹점 영업권역은 거리가 문제가 아니라 상권을 제대로 파악하여 가맹본부와 가맹점주가 함께 실사하여 확실한 영업지역을 표시하여 계약 하여야한다. 넷째, 가맹사업은 계약이 매우 중요하다. 그러므로 가능한 분쟁가능성을 예상하여 계약서에 규정해 놓을 수 있다면 분쟁을 줄일 수 있을 것이다. 다섯째, 정부의 가맹사업 및 분쟁조정에 대한 좀 더 현실적인 대안 마련과 분쟁에 대한 원인을 보다 세밀히 파악하여 가맹본부와 가맹점사업자간의 권익보호와 분쟁방지에 노력을 보다 많은 투자와 관심이 필요하다.

• 한국프랜차이즈경영연구
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• 제12권3호
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• pp.7-19
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• 2021

Purpose: The hotel industry needs a leader who can actively demonstrate leadership to respond to and accept changes in the organization in a highly competitive and fast-changing environment. Therefore, the role of leaders who instill clear vision and goals of the organization in their members, listen to their opinions, and empathize is paramount. Leaders should encourage successful organizational activities based on active participation by employees and create the best environment for working with a sense of mission and responsibility. This study aims to identify the relationship between empathy leadership and job engagement as a result variable of team cohesion in the hotel culinary department and conduct empirical studies on the role of empathy leadership and job engagement. Research design, data, and methodology: The data were collected from employees who work in culinary department at a five-star franchise hotel located in the Seoul metropolitan area. Because it is difficult to conduct a survey through face-to-face contact with employees due to the COVID-19 pandemic, the online survey was conducted from February 1 to February 28, 2020. A total of 330 questionnaires through online were distributed and 268 employees completed the survey, yielding a response rate of 81%. Of the 268 returned responses, 27 responses were not usable due to missing information. Thus, a total of 241 responses were used for analysis. Results: The study results are as follows. First, it has been shown that the empathy leadership of culinary department in hotel companies has a significant positive impact on the job engagement. Second, it has been shown that job engagement has a significant positive effect on members' team cohesiveness. Third, empathy leadership of hotel companies' culinary department has a significant positive impact on members' team cohesiveness. Fourth, job engagement has a significant positive (+) mediating effect in the relationship between empathy leadership and team cohesiveness in culinary department. Conclusion: This study supports the theory that an emotional and empathic leader's behavior or ability can change the effectiveness or atmosphere of a rapidly changing hotel culinary team organization by presenting a research model on the effect of empathic leadership on job engagement and team cohesiveness. And hotel chefs should be more aware of the importance of empathic leadership and make them a human resource of the organization through formal and informal communication with culinary employees.

• 한국프랜차이즈경영연구
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• 제9권1호
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• pp.27-39
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• 2018

Purpose - Recently, the mobile application field has been receiving astronomical attention from the past few years due to the growing number of mobile app downloads and withal due to the revenues being engendered. Especially delivery apps by mobile service market is experiencing rapid growth and competition is intensifying. Therefore, delivery apps' choice attributes has become important as a strategy for survival of franchise firms. Based on previous studies, this research proposed the theoretical framework about the structural relationships among customer satisfaction, trust and revisit intention on delivery apps' choice attributes. Research design, data, and methodology - This study examines the structural relationship between choice attributes of using the delivery app, satisfaction, trust, and revisit intention. More specifically, this study has been examined from the perspective of Generation Y who is enjoying electronic commerce and shopping with mobile phone. In this model, choice attributes of delivery app consists of three sub-dimensions such as service quality, system quality, interaction quality. So as to test the purposes of this study, research model and hypotheses were developed. After excluding 24 invalid respondent questionnaires, 201 valid questionnaires were coded and analyzed using frequency, confirmatory factor analysis, correlations analysis, and structural equation modeling with SPSS 21 and SmartPLS 3.0. Result - The results of the study are as follows. First, service quality and interaction quality had positive effects on satisfaction, and interaction quality had positive effects on trust, but system quality did not have a significant effect on both satisfaction and trust. Second, satisfaction had positive effects on both trust and revisit intention. Third, trust had positive effects on revisit intention. Conclusions - The implications of this study are following as: From the theoretical perspective, this study confirms the effect of delivery apps' choice attributes on satisfaction, trust, and revisit intention. In addition, it is significant that we examined the influence of choice attributes of delivery apps on their attitudes and behaviors of Generation Y familiar with mobile environment. Through this study, we hypothesized that the attributes of service quality and interaction quality of delivery apps have a significant effect on customer satisfaction, and this can be expected to provide meaningful implications for the development of franchise restaurant industry. To encourage continuous repurchase through customer satisfaction, franchise companies need to establish various strategic alliances with delivery app companies and new growth engines by providing diverse and high-quality services to customers in the smart age.

• 한국프랜차이즈경영연구
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• 제5권1호
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• pp.85-108
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• 2014

본 연구는 공정거래위원회의 프랜차이즈 정보공개서상의 재무자료(자산, 부채, 자본, 매출액, 영업이익 및 당기순이익)를 사용하여 프랜차이즈본사의 자산규모, 재무구조, 수익성 및 성장성에 관한 정보를 연구하였다. 분석 자료는 패스트푸드, 가족식당, 제빵, 농수산과 주류산업의 1,050개 프랜차이즈 본사의 2011년과 2012년 자료를 수집되었다. 연구 결과는 다음과 같다. 기업자산규모에서는 중위수가 675백만 원이었고 중위수까지의 회사의 누적 수는 49.9%에 이르렀으나, 자산규모의 총 누적율은 0.48%에 불과하여 규모의 영세성을 나타내었다. 재무구조에서는 525개사(50%)의 회사가 부채비율이 200% 이하였고, 314개사(29.9%)가 부채비율이 200% 이상이었으며, 211개사(20.1%)가 자본잠식 상태였다. 이러한 결과는 재무구조의 취약성을 나타내는 것을 의미한다. 수익성에서는 ROA의 중위수가 4.72%에 불과하여 낮은 성장성을 나타내었다. 성장성에서는 매년 매출성장률의 중위수가 7.5%를 나타내어, 프랜차이즈산업이 성숙기의 특성을 나타내었다. 본 연구의 이러한 연구 결과는 전반적으로 외식관련 프랜차이즈 본사의 재무상태가 개선되어야 한다는 것을 시사해주고 있다.