Methodology and Results for How to Solve Inter-Client Conflicts During Service Encounters

Xuehua Wang ()
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Xuehua Wang: Tongji University

Chapter Chapter 9 in Cultural and Social Influences on Consumer Behavior, 2023, pp 209-219 from Springer

Abstract: Abstract In this chapter, a total of 3 experiments were conducted to test the hypotheses previously developed on inter-client conflicts. The major findings are that (1) satisfaction from both consumer parties would be higher if the firm takes the initiative to resolve inter-client conflicts than when either consumer party initiates solutions; (2) consumers who value process-beneficial measures would be more satisfied if they are provided with process-beneficial measures than otherwise and consumers who prefer outcome-beneficial measures would be more satisfied if they are offered with outcome-beneficial measures than otherwise during inter-client conflicts; and (3) total consumer satisfaction would be higher if the firm put a time constraint on the option that would harm the other party’s benefits than without such a constraint.

Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-981-99-6183-2_9

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DOI: 10.1007/978-981-99-6183-2_9

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