목적 : 본 연구는 안경원의 운영관리 요소가 고객만족도 및 가맹본사만족도, 그리고 경영성과에 미치는 영향을 체계적으로 분석하였다. 방법 : 설문조사 자료는 2021년 5월 12일~28일까지 전국의 안경원 원장들을 대상으로 수집한 총 258개를 활 용 분석하였다. 결과 : 안경원 유형(대형브랜드, 중소형브랜드, 일반안경원)에 관계없이 모든 안경원은 공통적으로 고객관리를 중요한 성공요소로 인식하고 있는 것으로 나타났다. 유형별 안경원의 경영성과 요소는 전체적으로 ‘고객만족도’가 높게 나타난 반면, ‘매출성과’는 낮게 나타났다. 통계적으로는 ‘가맹본사만족도’, ‘매출성과’, ‘고객 수’에서 p<0.010 수준에서 집단 간에 유의한 차이가 있는 것으로 나타났다. 마지막으로 안경 프랜차이즈 브랜드별로 운영관리 성공 요인을 분석한 결과, 브랜드별로 안경원의 성공요인에 차이가 있다는 것을 확인하였다. 특히, 대형 A브랜드는 가 맹본사 교육 및 가맹본사 지원관리에서 훨씬 우월한 것으로 나타났다. 결론 : 본 연구의 결과로 대형브랜드 안경원이 브랜드 이미지를 강조하며 안경사 전문성과 접근성이 좋은 우량 한 점포위치를 선호하는 반면, 중소형브랜드는 마케팅역량을 가장 중요한 성공 요소로 인식하고 있는 것으로 생각 된다.

서울시내에 위치한 프랜차이즈 매장과 대형마트 내 판매되고 있는 4종(후라이드, 양념, 간장, 치즈가루 치킨)의 치킨제품 123건에 대하여 당과 나트륨 검사를 실시하였다. 전체 치킨제품의 평균 당 함량은 100 g 당 4.5 g이었으며, 양념치킨(8.7 g), 치즈가루 치킨(4.3 g), 간장치킨(3.6 g), 후라이드 치킨(0.6 g) 순으로 나타났다. 평균 나트륨 함량은 전체 치킨제품의 경우 100 g 당 552.4 mg이었으며, 치즈가루 치킨(627.0 mg), 간장치킨(536.3 mg), 양념치킨(511.2 mg), 후라이드 치킨(448.0 mg) 순으로 나타났다. 프랜차이즈와 대형마트 내 판매 치킨제품을 비교하였을 때, 평균 당 함량의 경우 100 g당 대형마트 내 판매 후라이드 치킨(0.8 g) 과 양념치킨(8.9 g)에서 모두 프랜차이즈의 후라이드 치킨 (0.5 g)과 양념치킨(8.6 g)보다 높았으며, 프랜차이즈와 대형 마트 내 판매 제품에 따른 유의적으로 차이를 보였다(P<0.05). 평균 나트륨 함량의 경우 100 g당 프랜차이즈 양념치킨 (516.0 mg)과 대형마트의 후라이드 치킨(471.5 mg)이 높은 값을 보였으며, 유의적인 차이는 보이지 않았다. 포장량 전체를 섭취했을 경우, 평균 당 함량의 섭취비율은 후라이드 치킨은 모두 WHO에서 권고하는 1일 당류 섭취권고량인 50 g 이하였고, 간장치킨(47.6%)과 치즈가루 치킨(55.4%)은 절반 수준이었으나, 양념치킨은 프랜차이즈(140.4%)와 대형마트(148.8%) 제품 모두 권고량을 넘어섰다. 나트륨은 WHO의 1일 나트륨 섭취권고량인 2,000 mg 대비 섭취비율이 후라이드 치킨은 프랜차이즈(140.1%)와 대형마트(170.3%) 제품과 간장치킨(167.9%)에서 높게 나타났다. 특히, 양념치 킨은 프랜차이즈(203.7%)와 대형마트(208.4%) 제품 모두와 치즈가루 치킨(202.4%)에서 섭취권고량의 2배를 넘어선 것으로 나타났다.

본 연구의 목적은 프랜차이즈 기업의 종사자들의 직무스트레스를 서양의 DISC 행동유형과 동양의 사주명리학적 관점에서 상호 비교하여 해당업종의 효율적인 성과관리 및 인적자원관리에 활용하기 위한 제언에 있다. 이를 위해 DISC 행동유형은 주도형(Dominance), 사교형(Influence), 안정형(Steadiness), 신중형(Conscientiousness)으로 분류하고, 사주명리학에서는 일간의 목(木), 화(火), 토 (土), 금(金), 수(水)의 오행에 따른 성격특성과 비교하였다. 연구결과 일간의 오행에 따른 직무스트레스의 차이는 통계적으로 유의하였으며, DISC 행동유형의 차이 역시 통계적으로 유의하였다. 즉, 일간 오행의 경우 金이 스트레스가 가장 높은 것으로 나타났으며, 水가 가장 낮은 것으로 나타났다. 그리고 DISC 행동유형에서는 신중형(C형)이 스트레스가 가장 높았으며, 사교형(I형)이 가장 낮은 것으로 나타났다.

This research was conducted to examine coffee shop customers’ preference and satisfaction by different types of promotion. Research samples ware adults with experience of any form of coffee shop promotion (n=209). Descriptive statistics, Chi-square, t-test and one-way ANOVA were used to analyze the relations among variables. Results showed that 'free coupon' was the most preferred ones. SNS was the most frequently used search method for coffee shop coupon promotion information. The most preferred event promotion was 'freebies', and preference levels were significantly different by age and employment status. 'Barista experience' was ranked highest in preference among cultural experience events. Drinking coffee was the most important purpose of visiting coffee shops, especially among unemployed, twenties, and women respondents. Coupon was evaluated the highest in usefulness and satisfaction among the three promotion methods. Event and cultural experience were preferred more by respondents in their twenties than those in their thirties. Results indicated that all promotion strategies are effective for increasing customer satisfaction and for inducing revisit. Findings also showed that preference for promotion was affected by customer characteristics such as age and gender. Therefore, coffee shops should consider using the most effective and attractive promotion strategy for their target market, while maintaining a consistent service quality level to fulfill customer expectation.

This study was conducted to analyze the differences in consumer behavior of coffee product according to monthly income in franchised coffee shop's consumer in Korea. A total of 293 questionnaires were used out of the 330 that had been distributed for analysis; those that lacked reliability were excluded. Frequency, ANOVA, and Duncan's multiple range test was conducted to analyze the hypotheses of the study. The findings are summarized as follows. There were significant differences in consumer behavior with regard to seeking health, eco-friendly products, product brand, and product taste as well as preferred coffee menu and coffee consumption expenditures. High income consumers rather than low income groups showed much higher score for concerning health, concerning diet, concerning calorie, concerning instant, concerning caffeine and concerning nature, organic in coffee consumer behavior. In amount spent on purchasing coffee products according to income, low income consumers rather than high income groups had much higher financial expense burden.

Due to the severe market conditions, pre-entrepreneur seeks to start their business through franchise company. This paper, using the data envelopment analysis(DEA) method, examines efficiency of a group of franchise company in order to provide efficiency information with pre-entrepreneur. Output-oriented DEA model is applied in the investigation of efficiency, and the overall efficiency score is decomposed into pure technical efficiency and scale efficiency. The input variables selected to evaluate the efficiency are franchise deposit, franchise contribution cost and the output variables are sales and number of franchises, and length of business. The results of this paper show franchise industry have the low level of overall efficiency and the main sources of inefficiency is found technical rather than scale. As a result, this paper provides not only the current status of efficiency information of a franchise with pre-entrepreneur but also give warning when they sign-up with franchise business.

The coffee industry has grown very fast ever since international coffee brands were launched in the 1990's. Recently, consumers have begun to focus on coffee produced ethically. This phenomenon is due to ethical-consumption consciousness, which consists of three factors, emotional value, social value and function value. Most studies on this topic have focused on consumers who purchase fair-trade coffee. Thus, this study is novel in its focus on baristas who sell fairtrade coffee in their shops as well as differences from former studies. The three factors of ethical-consumption consciousness of baristas affected the sale of fair-trade coffee, except for the function value. Therefore, the sale of fair-trade coffee could be influenced by ethical-consumption consciousness of baristas. This study shows that education of baristas can promote the sale of fair-trade coffee. However, there are limitations as it only researched coffee brands ranked in the top 5, so further studies will be required in the future.

The aim of this study was to provide strategic implications for the coffee market in which competition got severer through IPA analysis based on the attributes of selection of a specialized franchise coffee shop. The results of a positive analysis conducted with undergraduates in their twenties were as follows: According to the evaluation of the importance of the attributes of selection of a specialized coffee shop, the most important were 'cleanliness and hygienic facilities inside the shop (6.09)' and 'taste and quality of the menu (coffee) (6.09)'. According to the performance analysis, those showing the highest performance were 'brand image (4.92)' and 'cleanliness and hygienic facilities inside the shop (4.92)'. According to the result of IPA analysis, what customers regarded as being the most important were 'taste and quality of the menu (coffee)', 'kindness of the staff', and 'cleanliness and hygienic facilities inside the shop', and, in fact, they showed great performances as well. However, 'price of the menu (coffee)' was regarded as being important but did not indicate a great performance; therefore, they showed dissatisfaction with it. Although they did not think 'environment around the shop', 'brand image', 'brand recognition' or 'interior size and scale of the shop' were important, the attributes did not appear to show great performances. Therefore, we need constant maintenance strate gies regarding the fact that consumers are considered to be very important for evaluation, and should make efforts to change the price in advance.

This study was conducted to investigate the effects of the entrepreneurship and market orientation of franchisers on the boundary-spanning behavior of franchisees in food-service companies in the Yeongnam region. This study also investigated the relationship between the entrepreneurship and market orientation of franchisers and sought to identify the effect of the boundary-spanning behavior of franchisees on their managerial performance. Based on literature reviews, 4 hypotheses were tested. The subjects responding in this study were owners or managers of franchise restaurants in Youngnam province. A total of 605 questionnaires were analyzed using the factor analysis, a reliability test, and structural equation modeling analysis. The results revealed that first, the entrepreneurship and market orientation of franchisers were positively related to the boundary-spanning behaviors of franchisees, and secondly, the entrepreneurship of franchisers was positively related to their market orientation. Finally, the boundary-spanning behavior of franchisees was positively related to their managerial performance. Therefore, food-service franchisers in Youngnam should have the entrepreneurship and market orientation to lead franchisees to have positive boundary-spanning behaviors and good performance.

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.

企业的全球化是一种普世性的潮流,餐饮业也不例外，以韩国的特许经 营餐饮业为例，因着国内内需市场的饱和，促使餐饮业纷纷前往国外开拓海 外市场以寻求出路。眼看中国的肯德基、麦当劳、必胜客等跨国特许经营餐 饮企业在华的优异表现，韩资企业也期望着能够进入中国市场发展自身的品 牌。韩资企业进入中国之前必须对于中国的特许经营餐饮市场环境有所深入 了解，并且还要选择与已在中国快餐业先占市场的肯德基、麦当劳、必胜客 等跨国企业的差异化策略。本论文就这样的观点研究而得的策略为一个企业 要有独特又有实效性的管理创新与产品创新，并加大品牌营销，要拥有敏锐 的市场嗅觉，而且要开拓销售渠道，要实行分权化管理，避开正面冲突，实 行提高服务意识的彻底在职教育，职工薪资的合理化分配，引资上市，销售 韩流，开发适合中国人口味的韩餐为韩国中小餐饮企业的在华经营策略。

Existing literature on the CRM [Customer Relationship Management] has emphasized the marketing strategies between the franchisor and franchisee. In this study, we focused instead on factors involved in forging relationships based on marketing strategies between franchisee and the customers. A survey questionnaire was completed by 250 customers of Korean-style food franchises located in Seoul and Inchon. Each questions is based on a 5-point likert-type scale. After initial data recording, 41 questionnaires were deleted from the data set because of missing or insincerely answer. Finally, the sample data of 209 questionnaires were used for the statistical analysis. The data were analyzed with SPSS version 13.0 software to assess consumer satisfaction, trust, and support/reputation on flexibility and commitment. Regression analysis was performed to analyze the relationship between flexibility and commitment. Satisfaction and support/reputation significantly influenced flexibility, both satisfaction and trust significantly influenced commitment, and both flexibility and commitment significantly influenced the restaurant-consumer relationship.

This paper reviewed the relationship between boundary spanning behaviors and service quality, and the moderating effect of gender. Based on the responses from 204 employees in outdoor-food franchising system, hierarchical regression analysis showed that service delivery has positive relationships with all service quality factors, and external representation and internal influence have partly positive relationship with them. Gender appeared to have partly moderating effect on the relationship between only internal influence and service quality.

This paper reviewed the relationship between perceived justice and service quality, and the moderating effect of gender in the franchise system of food service business. Based on the responses from 135 franchisees, the results of multiple regression analysis showed that distributive and procedural justice have positive relationships with almost service quality factors. The results of moderating analysis showed that male franchisees have more positive relationships with almost service quality factors than female franchisee while in distributive justice, and that female franchisees have more positive relationships with almost service quality factors than male franchisee while in procedural justice.

The objective of this article is to examine Korean consumers' perception level of the country-of-origin of brand (COB) of global restaurant franchises. Although global brands have rushed onto the Korean food service market since 1980, there has been little or no research conducted regarding consumers' perception of COB of global restaurant franchises. In this study, we surveyed consumers to determine their perception of COB for 27 foreign global restaurant brands; specifically, we attempted to determine whether or not Korean consumers could correctly recognize the COB of each brand. The results of this research revealed that Korean consumers correctly perceived the COB of certain restaurant brands, and incorrectly perceived some other brands. For instance, Korean consumers' perception level of the COB of McDonald's and KFC were quite high, and conversely their perceptions of the COB of Outback Steakhouse and Pohoa were relatively low. When consumers select a restaurant brand, COB image was shown to be more influential than brand image.

At present, companies write daily work record or use bar-code in order to collect distribution flow data in real time. However, it needs additional works to check the record or read the bar-code with a scanner. In this case, human error could decrease accuracy of data and it would cause problems in reliability. To solve this problem, RFID (Radio Frequency Identification) is introduced in many automatic recognition sector recently. RFID is a technology that identification data is inserted into micro-mini IC chip and recognize, trace, and manage object, animal, or person using wireless frequency. This is being emerged as the core technology in future ubiquitous environment. This study is intended to suggest RFID application method in franchise business. Traceability and visibility of individual product are supplied based on EPCglobal network. It includes DW system which supplies various assessment data about product in supply chain, financial transaction system which is based on product transaction and position information, and RFID middleware which refines and divides product data from RFID tag. With the suggested application methods, individual product's profile data are supplied in real time and it would boost reliability to customer and make effective cooperation with existing operation systems (SCM, CRM, and e-Business) possible.

In this thesis, We analyzed success enterprise case which is well worked by knowledge and is gained effect results. We searched key factor for success knowledge management and found problem which is able to happen when is introduced by success enterprise in knowledge management. We applied to in franchise real field with key factor found above results and experimented others real fields.