Gestão de conflitos no relacionamento entre franqueadores e franqueados: estudo de caso

• Ano de defesa: 2002
• Autor(a) principal: Bernardino, Eliane de Castro
• Orientador(a): Pinto, Aluizio Loureiro
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Palavras-chave em Português: Franchising; Franquia empresarial; Relacionamento franqueador-franqueado; Conflitos no sistema de franchising; Organização e gerência
• Palavras-chave em Inglês: Relationship among franchisors and franchisees; Conflicts within the franchise system
• Link de acesso: http://hdl.handle.net/10438/3807

The present dissertation studies the conflict in the relationship among franchisors and franchisees. A theoretical reference is presented, where franchisingfits in the marketing channels framework, as well as the most relevant causes that give rise to conflicts among franchisors andfranchisees and their existing solutions. Also, in this dissertation, the results ofan exploratory research are presented, focusing on retail franchise network. In this case study, we try to show and discuss how its members preveni and manage conflicts that arise within the franchisor-franchisee relationship.