Knowledge Management Research & Practice

, Volume 15, Issue 2, pp 272–281 | Cite as

Know-how transfer mechanisms in franchise networks: a study of franchisee perceptions

  • Rozenn PerrigotEmail author
  • Olivier Herrbach
  • Gérard Cliquet
  • Guy Basset
Original Article


Know-how is a critical element of franchising, and its transfer is a key issue for franchisors and their staff. The aim of this paper was to analyse franchisees’ perceptions about know-how transfer in franchise networks. Findings of our qualitative empirical study show that franchisees seem to value the mechanisms used in their network, which include formalised processes (the operations manual, online tools), training (initial and ongoing) and social mechanisms (discovery sessions, meetings and committees). Only the effectiveness of on-field consultants is questioned, which leads to important managerial implications. At the theoretical level, the paper contributes to our understanding of franchise operations by providing a franchisee-centred model of how knowledge is created and disseminated in the networks.


Franchise networks Know-how Knowledge transfer Franchisee perceptions 



The authors thank the French National Research Agency (ref: FRANBLE – ANR-12-BSH1-0011-01), as well as the Center in Franchising, Retail & Service Chains for their valuable support.


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Copyright information

© The OR Society 2017

Authors and Affiliations

  • Rozenn Perrigot
    • 1
    Email author
  • Olivier Herrbach
    • 2
  • Gérard Cliquet
    • 3
  • Guy Basset
    • 3
    • 4
  1. 1.IGR-IAE RennesUniversity of Rennes 1Rennes Cedex 7France
  2. 2.IRGOUniversity of BordeauxBordeauxFrance
  3. 3.IGR-IAE RennesUniversity of Rennes 1Rennes Cedex 7France
  4. 4.IGA School of ManagementCasablancaMorocco

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