A qualitative analysis of the formation and maintenance of the franchisee/franchisor relationship
- Authors: Rodgerson, Jeffrey David
- Date: 2021-10-29
- Subjects: Franchises (Retail trade) South Africa , RE/MAX (Firm) , Industrial management South Africa , Entrepreneurship South Africa , Prediction of occupational success South Africa , Success in business South Africa , Business ethics South Africa , International Franchise Association
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10962/190782 , vital:45027
- Description: A number of studies have examined the franchisee/franchisor relationship to investigate how to select the correct franchisee and, subsequently, how to maintain a productive franchisee/franchisor relationship. A literature review was therefore conducted on the selection process and the maintenance of the franchisee/ franchisor relationship. The literature suggests that a set of selection criteria to increase the chance of a successful franchisee/franchisor relationship has not been clearly identified. Therefore, this study’s first objectives are: 1) the selection criteria that are used by the franchisor in selecting franchisees. Specifically, how RE/MAX South Africa selects local franchisees; and 2) how the franchisor manages the relationship to ensure compliance by the franchisees who have been selected. For this study, the selection criteria identified by Nevin (1999) and Olm et al. (1988) will serve as the basis of the first part of the study. The four selection criteria categories that have been identified by Nevin (1999) include: financial capability; experience and management skill; demographic characteristics; and attitude towards business. The literature reveals that the viewpoint of the franchisee is often overlooked by researchers, and yet the need of the franchisee should be ascertained to increase the chance of a successful franchisee/franchisor relationship. The literature has indicated that if the franchisors can keep the franchisees satisfied, the opportunity of franchise success and gaining franchisee compliance is much greater. In other words, if a franchisor can attain the correct people and know exactly what they want out of a franchise relationship, this will provide the franchise with a greater chance of success. The third objective of this research is, therefore, to analyse – from the perspective of both franchisees and their franchisor - how the relationship between them is maintained, and ultimately how the franchisor gains compliance from the franchisees. The model of Trust and Compliance (Davies, Lassar, Manolis, Prince and Winsor, 2011), which sets out the relationship between satisfaction, conflict, trust and compliance, was used to examine the franchisee/franchisor relationship. The practices of RE/MAX South Africa served as a case study for this research. Interviews were conducted, with the CEO and five franchisees, to identify the criteria used to select franchisees and gain a holistic understanding of the process of maintaining the relationship. The interview questions were structured using the Davies et al (2011) Model of Trust and Compliance. The data analysis technique that was used to analyse the interviews was thematic analysis. The findings firstly revealed that due to the fluid and low barriers to entry within the real estate industry, RE/MAX as an organisation does not have a standardised set of selection criteria but that an in-house guideline, called the RE/MAX Formula, was vital to this selection process. Secondly, in maintaining the franchisee/franchisor relationship and referring to the four factors of the trust and compliance model (Davies et al., 2011), the following key findings were noted. Firstly, the relationship between satisfaction and trust was primarily based around reciprocation within the franchisee/franchisor relationship. Secondly, various sources of conflict were identified, and it was noted that if conflict was not dealt with adequately, there was a breakdown of trust within the relationship. Finally, the building of trust was based on transparency, accountability, goal congruency and credibility. Recommendations for franchise management and further research were made. , Thesis (MBA) -- Faculty of Commerce, Rhodes Business School, 2021
- Full Text:
- Date Issued: 2021-10-29
- Authors: Rodgerson, Jeffrey David
- Date: 2021-10-29
- Subjects: Franchises (Retail trade) South Africa , RE/MAX (Firm) , Industrial management South Africa , Entrepreneurship South Africa , Prediction of occupational success South Africa , Success in business South Africa , Business ethics South Africa , International Franchise Association
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10962/190782 , vital:45027
- Description: A number of studies have examined the franchisee/franchisor relationship to investigate how to select the correct franchisee and, subsequently, how to maintain a productive franchisee/franchisor relationship. A literature review was therefore conducted on the selection process and the maintenance of the franchisee/ franchisor relationship. The literature suggests that a set of selection criteria to increase the chance of a successful franchisee/franchisor relationship has not been clearly identified. Therefore, this study’s first objectives are: 1) the selection criteria that are used by the franchisor in selecting franchisees. Specifically, how RE/MAX South Africa selects local franchisees; and 2) how the franchisor manages the relationship to ensure compliance by the franchisees who have been selected. For this study, the selection criteria identified by Nevin (1999) and Olm et al. (1988) will serve as the basis of the first part of the study. The four selection criteria categories that have been identified by Nevin (1999) include: financial capability; experience and management skill; demographic characteristics; and attitude towards business. The literature reveals that the viewpoint of the franchisee is often overlooked by researchers, and yet the need of the franchisee should be ascertained to increase the chance of a successful franchisee/franchisor relationship. The literature has indicated that if the franchisors can keep the franchisees satisfied, the opportunity of franchise success and gaining franchisee compliance is much greater. In other words, if a franchisor can attain the correct people and know exactly what they want out of a franchise relationship, this will provide the franchise with a greater chance of success. The third objective of this research is, therefore, to analyse – from the perspective of both franchisees and their franchisor - how the relationship between them is maintained, and ultimately how the franchisor gains compliance from the franchisees. The model of Trust and Compliance (Davies, Lassar, Manolis, Prince and Winsor, 2011), which sets out the relationship between satisfaction, conflict, trust and compliance, was used to examine the franchisee/franchisor relationship. The practices of RE/MAX South Africa served as a case study for this research. Interviews were conducted, with the CEO and five franchisees, to identify the criteria used to select franchisees and gain a holistic understanding of the process of maintaining the relationship. The interview questions were structured using the Davies et al (2011) Model of Trust and Compliance. The data analysis technique that was used to analyse the interviews was thematic analysis. The findings firstly revealed that due to the fluid and low barriers to entry within the real estate industry, RE/MAX as an organisation does not have a standardised set of selection criteria but that an in-house guideline, called the RE/MAX Formula, was vital to this selection process. Secondly, in maintaining the franchisee/franchisor relationship and referring to the four factors of the trust and compliance model (Davies et al., 2011), the following key findings were noted. Firstly, the relationship between satisfaction and trust was primarily based around reciprocation within the franchisee/franchisor relationship. Secondly, various sources of conflict were identified, and it was noted that if conflict was not dealt with adequately, there was a breakdown of trust within the relationship. Finally, the building of trust was based on transparency, accountability, goal congruency and credibility. Recommendations for franchise management and further research were made. , Thesis (MBA) -- Faculty of Commerce, Rhodes Business School, 2021
- Full Text:
- Date Issued: 2021-10-29
An investigation of support services available for black female owners of bed & breakfasts in Makhanda
- Authors: Mdluli, Lukhona Silubonile
- Date: 2021-04
- Subjects: Bed and breakfast accommodations -- South Africa -- Makhanda , Businesspeople, Black -- South Africa -- Makhanda , Business enterprises, Black -- South Africa -- Makhanda , Women-owned business enterprises -- South Africa -- Makhanda , Government aid to small business -- South Africa , Small business -- South Africa -- Makhanda , Racism -- South Africa -- Makhanda , Businesswomen -- South Africa -- Makhanda
- Language: English
- Type: thesis , text , Masters , MBA
- Identifier: http://hdl.handle.net/10962/177181 , vital:42797
- Description: Over the last 26 years, the South African government has committed to SMME development. To do this, policies and support institutions were put in place which would create a favourable environment for SMME development. This was particularly important as after 1994, when the South African economy was re-integrated into global markets after years of having sanctions imposed against the country as a result of the apartheid system. The tourism industry was identified as one of the key economic drivers which would strengthen the economy and assist in job creation, especially since South Africa would be able to attract international tourists. Further, it created the opportunity for new participants to enter the industry, including black entrepreneurs who previously could not enter the industry as a result of the apartheid laws. The opening up of the country to international markets and the focus on the tourism industry also presented the opportunity for new forms of tourism to be explored including township tourism, which gave rise to the black-owned bed & breakfast sector. Over time, it has become evident that black entrepreneurs in this sector are facing a number of challenges, in spite of the pro-SMME policies and support institutions that are in place. Because this study seeks to investigate the support services available for black female bed & breakfast owners in Makhanda, a qualitative research approach using the interpretative theoretical framework was applied. By using semi-structured interview questions, to establish what challenges do black female bed and breakfast owners face the researcher was able to respond to the following; what participants identify as their needs; and whether they are able to access the support services that are made available by the Government. Results indicated that the majority of entrepreneurs have difficulty accessing funding to develop their businesses. The seasonality of Grahamstown/ Makhanda tourism businesses has its pros and cons for tourism entrepreneurs. Despite efforts by government to transform the tourism industry, black female entrepreneurs in this industry still experience a myriad of challenges, including passive racism. Insufficient institutional support and inaccessible support services for women have made it difficult to manage in this this environment. Thus, a recommendation is put forward for female focused entrepreneurship policy, which is more responsive in terms of a judicial and legal system(s) aimed at addressing women’s particular needs and challenges. , Thesis (MBA) -- Faculty of Commerce, Rhodes Business School, 2021
- Full Text:
- Date Issued: 2021-04
- Authors: Mdluli, Lukhona Silubonile
- Date: 2021-04
- Subjects: Bed and breakfast accommodations -- South Africa -- Makhanda , Businesspeople, Black -- South Africa -- Makhanda , Business enterprises, Black -- South Africa -- Makhanda , Women-owned business enterprises -- South Africa -- Makhanda , Government aid to small business -- South Africa , Small business -- South Africa -- Makhanda , Racism -- South Africa -- Makhanda , Businesswomen -- South Africa -- Makhanda
- Language: English
- Type: thesis , text , Masters , MBA
- Identifier: http://hdl.handle.net/10962/177181 , vital:42797
- Description: Over the last 26 years, the South African government has committed to SMME development. To do this, policies and support institutions were put in place which would create a favourable environment for SMME development. This was particularly important as after 1994, when the South African economy was re-integrated into global markets after years of having sanctions imposed against the country as a result of the apartheid system. The tourism industry was identified as one of the key economic drivers which would strengthen the economy and assist in job creation, especially since South Africa would be able to attract international tourists. Further, it created the opportunity for new participants to enter the industry, including black entrepreneurs who previously could not enter the industry as a result of the apartheid laws. The opening up of the country to international markets and the focus on the tourism industry also presented the opportunity for new forms of tourism to be explored including township tourism, which gave rise to the black-owned bed & breakfast sector. Over time, it has become evident that black entrepreneurs in this sector are facing a number of challenges, in spite of the pro-SMME policies and support institutions that are in place. Because this study seeks to investigate the support services available for black female bed & breakfast owners in Makhanda, a qualitative research approach using the interpretative theoretical framework was applied. By using semi-structured interview questions, to establish what challenges do black female bed and breakfast owners face the researcher was able to respond to the following; what participants identify as their needs; and whether they are able to access the support services that are made available by the Government. Results indicated that the majority of entrepreneurs have difficulty accessing funding to develop their businesses. The seasonality of Grahamstown/ Makhanda tourism businesses has its pros and cons for tourism entrepreneurs. Despite efforts by government to transform the tourism industry, black female entrepreneurs in this industry still experience a myriad of challenges, including passive racism. Insufficient institutional support and inaccessible support services for women have made it difficult to manage in this this environment. Thus, a recommendation is put forward for female focused entrepreneurship policy, which is more responsive in terms of a judicial and legal system(s) aimed at addressing women’s particular needs and challenges. , Thesis (MBA) -- Faculty of Commerce, Rhodes Business School, 2021
- Full Text:
- Date Issued: 2021-04
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