連鎖便利商店督導效能、關係連結與關係品質之關聯性研究

Relationships among Supervisory Effectiveness, Relationship Bonds and Relationship Quality ofConvenience Chain Stores

劉慶洲(Ching-Chou Liu) ； 黃建榮(Chien-Jung Huang) ； 戴鄂(Eh Di)

《高應科大人文社會科學學報》 6卷1期 (2009/07) Pp. 117-139

https://doi.org/10.29888/KUASJHSS.200907.0007

摘要

連鎖加盟體系中，加盟總部與加盟店的關係密切，而督導人員則扮演著雙方間溝通橋樑的角色，因此，督導人員與加盟者間關係能否良性發展，乃是加盟體系共存共榮的攸關因素。本文根據相關理論，以加盟者為研究對象，採用問卷調查方法，共從台灣地區四大連鎖便利商店（統一、全家、萊爾富與OK）發出1,200份問卷，回收有效問卷816份，以檢視連鎖便利商店中督導效能與關係品質之關係，同時檢驗關係連結之中介效果。研究結果發現：1.督導人員對加盟者之督導效能會正向影響彼此間的關係連結；2.督導效能會正向影響加盟者對督導人員的關係品質；3.督導人員與加盟者間的關係連結會正向影響加盟者對督導人員的關係品質；4.關係連結在督導效能與關係品質之間存在部份中介效果。

關鍵字

連鎖便利商店 ； 督導效能 ； 關係連結 ； 關係品質

並列摘要

The relationship between the franchisor and the franchisee is tightly connected, and the supervisor plays a communication role between them. Therefore, the beneficial development of the relationship is important for the franchise system, and it has been a vital factor in maintaining the franchise relation with commitment and satisfaction mutually. From this aspect, we intended to explore the relationships among supervisory effectiveness, relationship bonds, and relationship quality of convenience chain stores. This research adopts questionnaires to survey the convenience franchise store system. Questionnaire survey was used in this study. 1,200 questionnaires were sent out, among which 816 were effective. The findings are as follows: First, supervisory effectiveness has significant positive influence on relationship bonds. Second, supervisory effectiveness has significant positive influence on relationship quality. Third, relationship bonds have significant positive influence on relationship quality. And fourth, relationship bonds have partial intervening effect between supervisory effectiveness and relationship quality.

並列關鍵字

convenience chain stores ； supervisory effectiveness ； relationship bonds ； relationship quality