Picture of two heads

Open Access research that challenges the mind...

The Strathprints institutional repository is a digital archive of University of Strathclyde research outputs. Strathprints provides access to thousands of Open Access research papers by University of Strathclyde researchers, including those from the School of Psychological Sciences & Health - but also papers by researchers based within the Faculties of Science, Engineering, Humanities & Social Sciences, and from the Strathclyde Business School.

Discover more...

After the horse has left the barn it's too late to close the door: a study of service firms' conflict handling ability

Walsh, G. and Ndubisi, N. and Ibeh, K.I.N. (2009) After the horse has left the barn it's too late to close the door: a study of service firms' conflict handling ability. In: Australia and New Zealand Marketing Academy Conference (ANZMAC) Annual Conference, 2009-12-30.

Full text not available in this repository. (Request a copy from the Strathclyde author)

Abstract

Despite significant recent research attention to service failures and service recovery, few efforts investigate preemptive strategies as a means to avoid service failures. Drawing on equity theory, we introduce the concept of conflict handling, which refers to a service firm's capability to anticipate and equitably resolve conflicts in service interactions. In a survey of two service contexts in Malaysia with more than 800 respondents, the authors find that conflict handling influences satisfaction and trust but not customer perceptions of customer orientation. Also, trust and customer perceptions of customer orientation mediate the relationship between conflict handling and customer loyalty and between customer satisfaction and customer loyalty.