Exploring consumer conflict management in service encounters
Consumer researchers have yet to examine how consumers frame and deal with conflict. Understanding how consumers manage conflict is essential for service providers seeking to effectively recover instances of service failure, and avoid the costs associated with increasing instances of consumer anger....
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| Veröffentlicht in: | Journal of the Academy of Marketing Science 2010-10, Vol.38 (5), p.617-633 |
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| container_end_page | 633 |
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| container_issue | 5 |
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| container_title | Journal of the Academy of Marketing Science |
| container_volume | 38 |
| creator | Beverland, Michael B. Kates, Steven M. Lindgreen, Adam Chung, Emily |
| description | Consumer researchers have yet to examine how consumers frame and deal with conflict. Understanding how consumers manage conflict is essential for service providers seeking to effectively recover instances of service failure, and avoid the costs associated with increasing instances of consumer anger. Using a modified grounded theory approach, we develop a model of consumer conflict management drawing on 39 informant accounts of service failures. The emergent model proposes that consumers’ conflict style is related to whether conflict is framed in task or personal terms. Task-framed conflicts resulted in more productive conflict styles than those framed in personal terms. Self vs. other orientation moderated the relationship between conflict frame and conflict style. These findings help us better understand the nature of consumer conflict and identify the importance of carefully targeting service recovery efforts to reduce instances of anger. |
| doi_str_mv | 10.1007/s11747-009-0162-0 |
| format | Article |
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Mark. Sci</addtitle><description>Consumer researchers have yet to examine how consumers frame and deal with conflict. Understanding how consumers manage conflict is essential for service providers seeking to effectively recover instances of service failure, and avoid the costs associated with increasing instances of consumer anger. Using a modified grounded theory approach, we develop a model of consumer conflict management drawing on 39 informant accounts of service failures. The emergent model proposes that consumers’ conflict style is related to whether conflict is framed in task or personal terms. Task-framed conflicts resulted in more productive conflict styles than those framed in personal terms. Self vs. other orientation moderated the relationship between conflict frame and conflict style. 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| source | EBSCOhost Business Source Complete; SpringerLink Journals - AutoHoldings |
| subjects | Business and Management Conflict management Consumer behavior Consumers Customer relations Grounded theory Marketing Original Empirical Research Social Sciences |
| title | Exploring consumer conflict management in service encounters |
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