Purpose – The purpose of this study is to analyze franchise coffee shop service quality factors based on pilot research. In the proposed analysis, store atmosphere is added as one of the service quality factors. We aim to examine how franchise coffee shop service quality and store atmosphere influence customer satisfaction and loyalty. Research design, data, and methodology – Data was collected from 482 Korean coffee shop franchises and analyzed using frequency analysis, reliability/validity assessments, correlation analysis, and regression analysis with the software program SPSS 19.0. Results – The results are as follows. First, taste is revealed to be the most influential factor among components that have an impact on service quality. Second, taste also turned out to have the most impact on service quality among components influencing customer loyalty. Last, customer satisfaction affected customer loyalty. Conclusions – This study’s findings show that taste was the most influential factor on service quality. The conclusion here is that most of the coffee shop customers are very familiar with coffee taste and this is influencing their loyalty.

The paper examines the antecedents of acceptance of social networking sites in retail franchise and restaurant businesses. The success of retail franchise and restaurant business operators via social networking sites depends not only on organizational benefits but also on their behavioral intentions of using it. Three hundred and twenty four samples collected from South Korean retail franchise and restaurant employees are analyzed using factor analysis, structural equation model techniques and one-way analysis of variance. The results of the study identify the three constructs of organizational benefits, perceived tangible assets and perceived intangible assets as for important antecedents to accept social networking sites for their business use. Moreover, higher position employees tend to have more favorable perception of tangible assets and acceptance of social networking sites for their business use.

역량을 집중시키고 기업 비용절감을 도모하고 고객에 대한 서비스 의 질을 향상 시키는 등의 노력을 하여야 한다. 그중에서 기업들 은 자사의 역량을 핵심 분야에 집중시키고 나머지 부분들은 아웃 소싱을 통해 기업비용 절감을 실현시키는 방법에 관심을 기울이고 있고 특히 물류 부문의 아웃소싱에 대한 관심이 높아지고 있다. 이러한 이유는 우리나라 기업물류비가 선진국에 비해 월등히 높다 는 것 때문이다. 이와 같은 높은 물류비는 대외적으로 수출상품의 가격경쟁력 약화와 무역수지 악화를 초래하고, 대내적으로는 물가 상승 요인으로 작용하여 우리경제에 큰 부담이 되고 있어 국가 경 쟁력 강화를 위해 물류비 절감이 절실히 요구 되고 있다. 이러한 상황의 해결책으로 대두되고 있는 것이 바로 제3자 물류기업으로 의 아웃소싱이다. 이에 따라 현재는 전문물류업체 등장과 함께 많 은 기업들이 자사물류에서 제3자 물류로 전환하고 있다. 하지만 화주기업들이 제3자 물류기업들에게 통합적인 물류서비스를 위탁 하는 경우는 많지 않다. 이에 본 연구에서는 국내 제3자 물류기업 현황과 문제점을 분석하고 프랜차이즈 기업 본 아이에프의 제3자 물류 활성화에 대한 사례를 통하여 향후 발전방안을 제시하였다.

This study has been conducted by focusing franchisor’s leadership style, franchisee’s followership, group-efficacy and their trust in order to achieve positive integration of the franchise system. The key results of empirical examination on the moderating effect of group-efficacy and trust between leadership style proposed by Path-Goal Theory and followership has been found as follows. First, franchisors should be showed their leadership style to fit their mutual business situation. Second, Franchisors and franchisees will be found many ways to increase level of franchisee’s group-efficacy. Third, Franchisors will be obtained trust from their own franchisees. These efforts will be given high level of franchisees’ trust and group-efficacy. As a result, positive integration of the franchise system will both enhance their competitiveness.