Customer Reactions to Conflict Management: A Review and Empirical Evidence from Two Service Industries

Ndubisi, Nelson Oly; Malhotra, Naresh K.; Miller, Gina L.

doi:10.1108/s1548-6435(2013)0000010007

Cited by 9 publications

(11 citation statements)

References 127 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Again, given the specific goal of the current research, it recognizes the communication dimension as the level of effort that the agent-firm's employees undertake to listen to and communicate relevant information to the client firms. Communication refers to the ability to provide trustworthy and timely 2 Another dimension of relationship quality that extant research has identified beyond those used by Kumar and colleagues is satisfaction (e.g., Crossby et al, 1990;Ndubisi et al, 2013). However, the satisfaction dimension of relationship quality is appropriate for inclusion only when the relationship quality is being measured from the client's (i.e., customer's) perspective.…”

Section: Communicationmentioning

confidence: 99%

“…Individuals, who value long‐term orientation, perceive unethical behavior unfavorably because it violates norms of traditional values of integrity and honesty. They are also able to delay gratification (House, Hanges, Javidan, Dorfman, & Gupta, ), which provides an extra insulation from opportunism (Ndubisi, ; Ndubisi, Malhotra, & Miller, ). Additionally, unethical behavior can be a dangerous deterrent for a “clean record” for future success (Nevins et al., ).…”

Section: Relationship Marketing Long‐term Orientation and Ethical Cmentioning

confidence: 99%

“…Another dimension of relationship quality that extant research has identified beyond those used by Kumar and colleagues is satisfaction (e.g., Crossby et al, ; Ndubisi et al., ). However, the satisfaction dimension of relationship quality is appropriate for inclusion only when the relationship quality is being measured from the client's (i.e., customer's) perspective.…”

mentioning

confidence: 99%

See 2 more Smart Citations

Long‐Term Oriented Marketing Relationships and Ethical Conduct in Outsourcing Sector

Ndubisi

Malhotra²,

Capel

et al. 2016

Psychology and Marketing

Self Cite

View full text Add to dashboard Cite

The study evaluates the positive effect of long-term oriented marketing relationship on ethical conduct from the perspective of the service provider (i.e., the agent-firm), by integrating the relevant literature from relationship marketing, ethics, and long-term orientation domains. The paper proposes that service providers that build relationship quality with their clients will display increased ethical conduct toward them. Specifically, the study examines the positive influence of the dimensions of relationship quality (that are relevant to the offshoring services context) that the service provider firm's employees undertake and their impact on ethical conduct. Overall, the results indicate that the commitment-only full mediation model of relationship marketing variables on ethical conduct is a better representation than both direct-effects model and other competing mediating models examined in this study. Fundamentally, it means that customer service officers should incorporate long-term orientation and commitment in their principal-agent relationships that will provide the impetus for undertaking ethical behavior. The article concludes with a discussion and implications of the findings.

show abstract

Section: Communicationmentioning

confidence: 99%

Section: Relationship Marketing Long‐term Orientation and Ethical Cmentioning

confidence: 99%

mentioning

confidence: 99%

See 1 more Smart Citation

Long‐Term Oriented Marketing Relationships and Ethical Conduct in Outsourcing Sector

Ndubisi

Malhotra²,

Capel

et al. 2016

Psychology and Marketing

Self Cite

View full text Add to dashboard Cite

show abstract

“…This requirement is becoming an important differential within the Islamic banking segment as well, where customers are continuously searching for tailor-made products and services to satisfy their evolving customer needs, ensuring their increased commitment to the bank (Bodibe et al , 2016). These customers have a growing need to build a quality relationship with their bank, founded on the principles of trust, engaging and friendly service delivery and the provision of value through both product and service experience offerings (Ndubisi et al , 2015). Considering that Islamic banking in South Africa is growing yearly at 15 per cent, it becomes imperative for retail banks in the country to understand the factors that stimulate customer commitment and customer satisfaction for this banking segment.…”

Section: Theoretical Frameworkmentioning

confidence: 99%

“…Chiu et al (2015) concur by stating that the commitment of a customer to a supplier will be subject to the satisfaction experienced with the relationship. Therefore, understanding the mindfulness of the Islamic banking customer towards issues of relationship quality can strengthen their customer satisfaction experiences in the long term, ultimately leading to enhanced profitability for this banking segment (Ndubisi et al , 2015).…”

Section: Introductionmentioning

confidence: 99%

Antecedents and outcome of commitment in Islamic banking relationships – an emerging African market perspective

Roberts-Lombard

2020

JIMA

View full text Add to dashboard Cite

Purpose This study aims to investigate how the commitment of Islamic banking customers is influenced by trust, relationship expectations and conflict management. In turn, the influence of their commitment on future satisfaction is determined. Design/methodology/approach A descriptive research design was applied and responses were obtained from Islamic banking customers through the application of self-administered questionnaires. A total of 350 completed questionnaires were used in analysing the data. An exploratory factor analysis established the interrelationships of the scales used to measure the study’s constructs. In addition, both the measurement and structural models were evaluated. Findings Trust and relationship expectations significantly and positively influence customer commitment, while conflict management has no significant influence on the commitment of Islamic banking customers to their bank. In addition, commitment significantly and positively influences the satisfaction experiences of Islamic banking customers. Research limitations/implications The tested model validates the hypothesised relationships between the trust, relationship expectations, commitment and satisfaction of Islamic banking customers. However, the relationship between conflict management, commitment and satisfaction was not established. Commitment is linked to trust and relationship expectations, as well as its outcome, satisfaction. However, commitment could not be linked to antecedent conflict management. Practical implications The findings could assist retail banks servicing Islamic banking customers in offering in-depth knowledge of how trust and relationship expectations can foster customer commitment, eventually securing the positive satisfaction of customers. Originality/value The study focussed on Islamic banking customers and determined the interrelationships between commitment and related constructs. Few studies, however, have examined how commitment relates to its precursors and outcome from an Islamic banking perspective in an emergent African economy.

show abstract

Rising to the challenge: Deep acting is more beneficial when tasks are appraised as challenging.

Huang¹,

Chiaburu

Zhang

et al. 2015

Journal of Applied Psychology

View full text Add to dashboard Cite

Cumulative research indicates that deep acting has a nonsignificant relationship with employee exhaustion, despite arguments that deep acting can be beneficial. To illuminate when deep acting leads to more positive employee outcomes, we draw on the resource conservation perspective to propose a within-individual model of deep acting that focuses on service employees' daily fluctuation of emotional labor and emotional exhaustion. Specifically, we propose that the ongoing experience of felt challenge is a within-person boundary condition that moderates deep acting's relationship with emotional exhaustion, and model emotional exhaustion as a mediating mechanism that subsequently predicts momentary job satisfaction and daily customer conflict handling. Using an experience sampling design, we collected data from 84 service employees over a 3-week period. Deep acting was less emotionally exhausting for service providers when they saw their tasks as more challenging. Furthermore, emotional exhaustion mediated the deep acting by felt challenge interaction effect on momentary job satisfaction and daily customer conflict handling. The findings contribute to a better understanding of the deep acting experience at work, while highlighting customer conflict handling as a key behavioral outcome of emotional labor.

show abstract

Customer Reactions to Conflict Management: A Review and Empirical Evidence from Two Service Industries

Cited by 9 publications

References 127 publications

Long‐Term Oriented Marketing Relationships and Ethical Conduct in Outsourcing Sector

Long‐Term Oriented Marketing Relationships and Ethical Conduct in Outsourcing Sector

Antecedents and outcome of commitment in Islamic banking relationships – an emerging African market perspective

Rising to the challenge: Deep acting is more beneficial when tasks are appraised as challenging.

Contact Info

Product

Resources

About