Consumer Conflict Management Strategies in Everyday Service Encounters

Gerrard Macintosh College of Business Putnam Hall, Box 5137 North Dakota State Univeristy Fargo, ND 58105-5137 gerry.macintosh@ndsu.nodak.edu 701-231-7962 Charles Stevens College of Business Putnam Hall, Box 5137 North Dakota State Univeristy

CONSUMER CONFLICT MANAGEMENT STRATEGIES

 IN EVERDAY SERVICE ENCOUNTERS

 

Gerrard Macintosh

North Dakota State University

 

ABSTRACT

The unique characteristics of services create conditions where disagreements between service providers and customers are likely to occur.  The results of a preliminary study designed to examine the strategies used by consumers deal with conflict in everyday service encounters are reported.  The findings suggest that consumers are likely to use a variety of conflict management strategies and that their strategies are influenced by the mix of economic and social motives.
[ to cite ]:
Gerrard Macintosh College of Business Putnam Hall (2006) ,"Consumer Conflict Management Strategies in Everyday Service Encounters", in NA - Advances in Consumer Research Volume 33, eds. Connie Pechmann and Linda Price, Duluth, MN : Association for Consumer Research, Pages: 279-280.