<
https://www.japantimes.co.jp/news/2019/05/27/national/behind-scenes-24-7-service-realities-owning-japanese-convenience-store/>
"While Seven-Eleven Japan says franchisees and the chain operator “have
an equal relationship,” Matsumoto says the relationship is “that of ants
and an elephant,” citing a large gap in power and information.
“The system works in a way that the more exhausted franchisees get, the
more profitable the chain operator becomes. I had been fooled,”
Matsumoto said.
In sharp contrast, Sapporo-based Secoma Co., which runs the convenience
store chain Seicomart with 1,189 stores mainly in Hokkaido, has
succeeded in establishing an equal relationship with its franchisees.
Seicomart has been chosen as the most satisfying convenience store chain
in the Japan Productivity Center’s Japan Customer Satisfaction Index for
three years in a row since fiscal 2016."
Via Chris Jones, who wrote "A fascinating piece on Japan’s convenience
store culture" and Jennifer Freeman.
Cheers,
*** Xanni ***
--
mailto:xanni@xanadu.net Andrew Pam
http://www.xanadu.com.au/ Chief Scientist, Xanadu
http://www.glasswings.com.au/ Partner, Glass Wings
http://www.sericyb.com.au/ Manager, Serious Cybernetics
