Conflicts are common in franchising, however, they become dysfunctional above a certain threshold. Our aim is to understand how conflict management processes and, in particular, problem solving, persuasion, bargaining and politics, are developed and implemented within franchise chains and how they contribute to franchisors’ organizational capabilities. We do so through a qualitative study based on 44 in-depth interviews with franchisors and franchisees operating in France. Our main findings show that the implementation of these conflict management processes over time and with various franchisees nurture conflict management capabilities of franchisors.

冲突在特许经营中很常见，但是，当超过某个阈值时，它们就会变得功能失调。我们的目标是了解冲突管理流程，特别是问题解决、说服、谈判和政治如何在特许经营链中发展和实施，以及它们如何为特许人的组织能力做出贡献。我们通过基于对在法国经营的特许经营商和特许经营商的 44 次深入访谈的定性研究来实现这一目标。我们的主要发现表明，这些冲突管理流程的实施随着时间的推移以及各种加盟商培养了特许人的冲突管理能力。