Conflict Handling Research Articles

Conflict handling in small firms’ foreign business relationships

PurposeThe purpose of this paper is to indicate how conflicts in foreign business relationships are handled by small firms from a relational point of view and how these conflicts can be used by small firms in a positive way.Design/methodology/approachThe paper uses qualitative study and presents the results of in-depth interviews conducted with six small, Poland-based firms.FindingsThe paper indicates the nature of conflicts in foreign business relationships from the perspective of small firms, including the sources of conflict and its outcomes. The main sources of conflict indicated include service or product quality, financial aspects of cooperation and cultural differences. The study exposes the existence of both negative (e.g. financial consequences) and positive (e.g. gaining new experience) outcomes of conflicts. It shows that positive conflict handling often constitutes a significant challenge for small firms and that the authors cannot really speak of one optimal method of conflict handling. Regardless of the method adopted, the costs involved should be taken into detailed consideration.Practical implicationsThe paper points to actions that could be taken by small firms to handle conflicts in a way that will produce positive outcomes.Originality/valueManaging international relationships is a more challenging task compared with domestic ones, especially for smaller firms. The paper exposes the impact of two categories of conflict (called day-to-day problems and severe conflicts) in a foreign relationship on small firms and considers different methods of handling the conflict situations.

IDENTIFIKASI PENDEKATAN DALAM PENANGANAN KONFLIK DAN PENGARUHNYA TERHADAP KINERJA PEGAWAI DI BADAN KEPEGAWAIAN DAERAH KABUPATEN SANGGAU PROVINSI KALIMANTAN BARAT

ABSTRACT
 The topic of this research is purposed to identify the conflict handling and to analyze the influence that has done by BKD Kab. Sanggau. The method used in this research is quantitative by involving 34 samples and also the multiple linear regression analysis is used here as the analysis technic. The variable measurement is done by using Likert scale and applied variously based on the question. The result in this kind of technic analysis showed that there is a parsially significant effect of the conflict handling that fulfilled and interacted against the performance. On the other side, conflict handling by dominating, compromising, and avoiding partially is not significantly affect the performance. If seen simultaneously, the conflict handling also isn’t affect it. However, as can be seen in signification score of the conflict handling is by fulfilling and giving the massive influence to the performance.
 Keywords: conflict, conflict handling, performance

Understanding Conflict Management Styles in Anesthesiology Residents.

Successful conflict resolution is vital for effective teamwork and is critical for safe patient care in the operating room. Being able to appreciate the differences in training backgrounds, individual knowledge and opinions, and task interdependency necessitates skilled conflict management styles when addressing various clinical and professional scenarios. The goal of this study was to assess conflict styles in anesthesiology residents via self- and counterpart assessment during participation in simulated conflict scenarios. Twenty-two first-year anesthesiology residents (first postgraduate year) participated in this study, which aimed to assess and summarize conflict management styles by 3 separate metrics. One metric was self-assessment with the Thomas-Kilmann Conflict Mode Instrument (TKI), summarized as percentile scores (0%-99%) for 5 conflict styles: collaborating, competing, accommodating, avoiding, and compromising. Participants also completed self- and counterpart ratings after interactions in a simulated conflict scenario using the Dutch Test for Conflict Handling (DUTCH), with scores ranging from 5 to 25 points for each of 5 conflict styles: yielding, compromising, forcing, problem solving, and avoiding. Higher TKI and DUTCH scores would indicate a higher preference for a given conflict style. Sign tests were used to compare self- and counterpart ratings on the DUTCH scores, and Spearman correlations were used to assess associations between TKI and DUTCH scores. On the TKI, the anesthesiology residents had the highest median percentile scores (with first quartile [Q1] and third quartile [Q3]) in compromising (67th, Q1-Q3 = 27-87) and accommodating (69th, Q1-Q3 = 30-94) styles, and the lowest scores for competing (32nd, Q1-Q3 = 10-57). After each conflict scenario, residents and their counterparts on the DUTCH reported higher median scores for compromising (self: 16, Q1-Q3 = 14-16; counterpart: 16, Q1-Q3 = 15-16) and problem solving (self: 17, Q1-Q3 = 16-18; counterpart: 16, Q1-Q3 = 16-17), and lower scores for forcing (self: 13, Q1-Q3 = 10-15; counterpart: 13, Q1-Q3 = 13-15) and avoiding (self: 14, Q1-Q3 = 10-16; counterpart: 14.5, Q1-Q3 = 11-16). There were no significant differences (P > .05) between self- and counterpart ratings on the DUTCH. Overall, the correlations between TKI and DUTCH scores were not statistically significant (P > .05). Findings from our study demonstrate that our cohort of first postgraduate year anesthesiology residents predominantly take a more cooperative and problem-solving approach to handling conflict. By understanding one's dominant conflict management style through this type of analysis and appreciating the value of other styles, one may become better equipped to manage different conflicts as needed depending on the situations.

An integrative approach to relationship marketing, customer value, and customer outcomes in the retail banking industry: a customer-based perspective from Turkey

ABSTRACTGiven how important it is to provide superior value to customers and to maintain customer loyalty for a sustainable competitive advantage, the aim of this paper is to examine the relationships among relationship marketing components of – trust, competency, commitment, communication, and conflict handling, – relationship investment, relationship quality, perceived customer value, satisfaction and loyalty in an integrated framework in the Turkish retail banking industry. Unlike previous studies, this research extends the literature by analysing affective as well as cognitive dimensions in the same model with a holistic view by simultaneously examining the direct and indirect effects of the related concepts. The distinctive nature of this study is its evaluation of customer satisfaction and loyalty from the perspective of actual consumers. The research model was tested using data collected from 685 retail banking customers by applying structural equation modelling. The findings show that relationship marketing induces loyalty through relationship quality, customer value, and satisfaction, which are mainly provided by trust, communication, and relationship investment. Furthermore, relationship investment and relationship quality are the most important factors in the development of customer value, satisfaction, and loyalty. The emotional value dimension, which captures the affective aspects of perceived value, has the strongest effect on both satisfaction and loyalty.

Managing conflicts in the nonprofit sector through organizational culture change

PurposeThe purpose of this paper is to demonstrate the impact of organizational culture on the conflict handling style in non-profit organizations. Conflicts in non-profit organizations and especially in associations are more numerous, mainly because of the search for compromise in the decision-making phases and the high level of loyalty in mission that strongly stimulates the voice of one’s opinion. The authors observe that a modification of the organizational culture, through symbolic changes, can resolve the conflicts sequence.Design/methodology/approachCulture is measured through the organizational culture profile tool and the culture deciphering technique. The authors detail two cases of non-profit organizations, in which conflicts sequence resolution was handled through organizational culture change while conflicts resolution at the individual level could not bring an end to the conflicts sequence.FindingsThese cases highlight how organizational culture shapes behaviors and conflicts handling styles. These cases also give insights on how an organizational culture can be changed to setup new default conflict handling styles in an organization. The cultural change management only worked when it was planned on critical cultural change readiness factors with a strong enforcement of the change by the governing bodies.Research limitations/implicationsThis study complements research studies on how organizational culture shapes attitudes and behaviors and shows how and under which conditions a cultural change could resolve a conflict sequence. This study also presents a conflict resolution method when the roots of conflicts are embedded in the existing organizational culture. In such conflicts situation, interpersonal conflict resolution technique did not solve the conflicts sequence and only cultural change finally brought an end to the sequence.Practical implicationsA combined search on two levels, the individual level and the organizational culture level, will thus show convergent conflict sources and get a great deal of knowledge before solving individual-level conflicts.Social implicationsThe non-profit sector is sometimes subject to high-conflict situation and this research contributes to more efficient conflict resolution protocols with an applicable method of conflict analysis, change management and conflict resolution.Originality/valueThe work showed how the organizational culture is a key element in the explanation of conflict sources and conflict handling in case of high and repeated conflict situation. It is thus possible to resolve conflict sequence by changing a carefully chosen cultural trait. Nevertheless, the culture change management program is complex and risky. In a high-conflict situation, the authors identified several key conflict resolution factors: the careful identification of the organizational culture traits explaining conflict handling style; the alignment of the management team on the cultural change plan to raise up the intensity of the new set of behaviors; and the selection of the most efficient symbolic change decision.

The Effect of Trust, Commitment, and Conflict Handling on Customer Retention: The Mediating Role of Customer Satisfaction

ABSTRACTPrevious studies have investigated drivers of customer retention in the mobile telecommunications industry worldwide. These studies call on scholars pay to attention to these factors in the scholarly marketing literature, since customer retention is the basic tenet of relationship marketing. Drawing on relationship marketing theory, this study analyzes the direct and indirect relationships amongst trust, commitment, and conflict handling on customer retention. A cross-sectional survey using a structured questionnaire was employed to gather data from customers of mobile telecommunication operators. The findings revealed that only conflict handling had a direct significant effect on customer retention. Also, trust and conflict handling had a direct and significant effect on customer satisfaction. However, trust and conflict handling were seen to have an indirect significant effect on customer retention via customer satisfaction. The study recommends that managers should effectively resolve customer complaints as well as build their trustworthiness in order to satisfy and retain their customers.

T246. DECREASING AGGRESSIVE BEHAVIOR IN PATIENTS WITH COGNITIVE IMPAIRMENTS BY TRAINING PSYCHIATRIC STAFF IN INTERACTIVE SKILLS

BackgroundPreventive measures to decrease aggressive incidents in psychiatric care range from friendly responses to advanced de-escalation techniques.But interventions have not often been systematically evaluated and often have different emphasis. There is also large variation in the outcome measurements used.A method that has been used in Sweden is an interactive training approach, which aims to establish and maintain calmness and security for patients with cognitive impairments. Experiences from Gothenburg indicate decreased levels of coercive measures after training staff and providing supervision. The in-patient-unit where such training and application has been carried out most consistently, won a national award in 2016 for having no coercive measures taken in six months, despite 90 percent of the patients receiving compulsory care.The intervention is a well defined 3-day-course, with two trainers and twelve participants. The main part of the course is devoted to the role playing of conflict situations with patients, based on the participants’ own experiences and examples. Visual analysis tools are used to make the role plays into learning situations.AimWe describe here the study protocol for a planned project that will test the Interactive Training approach in four regional hospitals. In addition, group interviews will be applied to increase understanding of staff experiences, as well as the evaluation of the implementation process.MethodsPlanned sub-studies:1. Staff’s experience of using interactive methods will be analyzed through focus-groups; four group interviews with 5 people in each group. (Assisting nurses and nurses working full-time, who have been educated in interactive conflict-handling and worked according to the method for at least one year).2. Intervention study. The staff at the psychiatric departments of four different hospitals will receive training in interactive conflict handling, and after the course, supervision. The purpose is to compare the number of aggressive events before and after the intervention.The instruments that will be used for measurement of the effect are the Staff Observation Aggression Scale - revised (primary outcome), the Social Dysfunction Aggression Scale and the Clinical Global Impression - Severity Scale.We will also document the type of care (voluntary or compulsory), the number of psychiatric hospital beds, the number of inpatient patients, the number of staff employed, if the patient was affected by alcohol or illegal drugs and several other variables. Diagnoses will be retrieved from patient records.3. Evaluation of implementation. The purpose is to analyze the implementation of the intervention at four hospitals. Group interviews will be conducted and the data will be analyzed qualitatively by using Normal Process Theory (NPT) as a framework. NPT is an action research perspective that focuses on what actors actually do and discerns between, implementation, embedding integration as different levels of change.ResultsData collection for the first sub-study will be completed in June 2018 and results from the second and third are anticipated to be available by March 2019 and December 2019, respectively.DiscussionPossible methodological problems are that data from focus-groups may not be possible to generalize. However, qualitative data may capture experiences that shed light on the psychological working-mechanisms of the intervention.The intervention study is expected to generate rich data, where essential variables are controlled for, for example organizational features, distribution of diagnoses and severity of symptoms. However, in a complex organization, it may not be possible to control for all variables that might explain variations in outcome.

Leader Power, Conflict Handling Styles, and Subordinate Compliance: A Study on Information Technology Professionals in Turkey

Abstract The purpose of this study is to examine the impact of leaders’ power bases and styles of handling conflict on subordinate behavioral and attitudinal compliance. Convenience sampling was used, and 353 information technology (IT) professionals in Turkey participated in the survey. The outcomes revealed that leaders’ cooperative and dominating conflict management styles (CMSs), “expert and referent power”, and legitimate power positively influence subordinates’ behavioral compliance. In addition, “expert and referent power” and legitimate power positively affect attitudinal compliance, while avoiding and dominating CMSs negatively influence it. Overall, the results partially support the influence of leader power bases and styles of handling conflict on subordinate compliance. This study contributes to the literature by investigating the listed variables with a sample of IT professionals employed in various industries in Turkey. Organizations can utilize the study results to increase leadership effectiveness and to deliver better management of IT human capital.

Towards a Numerical Approach of Finding Candidates for Additive Manufacturing-Enabled Part Consolidation

Part consolidation (PC) is one of the typical design freedoms enabled by additive manufacturing (AM) processes. However, how to select potential candidates for PC is rarely discussed. This deficiency has hindered AM from wider applications in industry. Currently available design guidelines are based on obsolete heuristic rules provided for conventional manufacturing processes. This paper first revises these rules to take account of AM constraints and lifecycle factors so that efforts can be saved and used at the downstream detailed design stage. To automate the implementation of these revised rules, a numerical approach named PC candidate detection (PCCD) framework is proposed. This framework is comprised of two steps: construct functional and physical interaction (FPI) network and PCCD algorithm. FPI network is to abstractly represent the interaction relations between components as a graph whose nodes and edges have defined physical attributes. These attributes are taken as inputs for the PCCD algorithm to verify conformance to the revised rules. In this PCCD algorithm, verification sequence of rules, conflict handling, and the optimum grouping approach with the minimum part count are studied. Compared to manual ad hoc design practices, the proposed PCCD method shows promise in repeatability, retrievability, and efficiency. Two case studies of a throttle pedal and a tripod are presented to show the application and effectiveness of the proposed methods.

Pengembangan Ketahanan Pangan Melalui Pemberdayaan Masyarakat di Kawasan Rawan Konflik Timika Papua

Conflict handling in Papua so far is more often done with the repressive approach. The impact of conflict level is not decreasing, even international rejection is increasing. For that reason, a more humanistic approach is needed, including through empowerment. The purpose of this research is to study the community empowerment model in conflict-prone areas as an effort to realize the food security and the strategy of model replication in another area. The research method is done by action research, and SWOT analysis to formulate the strategy of model replication. The empowerment model conducted in several ways. First, gradually improve farming skills more productive-with the introduction of simple agricultural technology brings the change of community behavior from nomadic to the subsystem. Second, farming in order to provide for basic needs and also daily, weekly, monthly income as well as savings for families. Third, business development efforts by partnerships, with the government, companies, and religious institutions. The nodes of empowerment activities are conducted through the Agribusiness Training Center (ATC) that facilitates all empowerment activities. There are several things to consider in the replication model of empowerment: identification of program targets, needs assessment, institutional initiation, technology selection, assistance to the program, and partnerships with various stakeholders.

MBTI 성격유형과 행정학성적 및 갈등관리의 관계

MBTI 성격유형과 행정학성적 및 갈등관리의 관계

Religiosity and Conflict Handling Styles: A Study of a Muslim Community

This is a pioneering study to address the Islamic view of conflict and the preference of using conflict handing styles by the Devotee Muslims in Saudi Arabia. Independent sample T-test and paired T-test were run using SPSS version 16.0. The study reveals that there is a striking disparity between the Islamic directives and the preference of the self-claimed devotee Muslims. The prohibited dominating style turns out to be the second most preferred style whereas the most encouraged obliging style is observed to be the second least preferred style for the devotee Muslims. It indicates that the selfclaimed devotee Muslims have a lack of knowledge or comprehension about the breadth of Islam which implies that the Islamic scholars and the community leaders should emphasize on the totality of Islam through speeches, actions, and education. The study suggests that in-depth studies are required to explore the psychic makeup of Muslims as regards worship vis-a-vis interpersonal relationships.

Preference for relationship help and emotional help from third parties across cultures

PurposeIn this paper, the authors examine the role of idiocentric and allocentric cultural orientations in employees’ preference for relationship help and for emotional help from third parties in two cross-cultural samples. The purpose of this paper is to clarify the psychological dynamics of cultural dimensions in relation to cross-cultural conflict intervention.Design/methodology/approachThe authors tested the theoretical assumptions by using questionnaire survey in two cross-cultural samples. Study 1 is a cross-cultural comparison within a country, including 83 Dutch employees and 106 Turkish immigrants in the Netherlands. Study 2 is a comparison between countries, including 123 Germany-based German employees and 101 Pakistan-based Pakistani employees.FindingsThe results show that employees’ allocentric orientation, but not idiocentric orientation, explains the differences in preference for relationship help in both the within-country comparison (Study 1: individualistic Dutch culture vs collectivistic Turkish culture) and the between-country comparison (Study 2: individualistic German culture vs collectivistic Pakistani culture). However, only in the between-country comparison (Study 2), the findings reveal that the difference in preference for emotional help between individualistic German culture and collectivistic Pakistani culture is mediated by idiocentric orientation (not by allocentric orientation).Research limitations/implicationsThe study confirms that the extent to which disputants’ preference for third-party help regarding social and personal aspects does differ across national cultures, and supports that the argument that social relationship is one of the paramount concerns in conflict handling in the collectivistic cultures. In addition, the study signals an alternative way of conducting two culture comparisons and expands our view on the cultural dimension of individualism-collectivism.Practical implicationsThe findings have practical implications both for third-party intervention and for managing cultural diversity in the workplace.Social implicationsIn general, this study contributes to our understanding on how culture influences conflict handling and provides suggestions for third parties to be culturally adaptive.Originality/valueThe research demonstrates that culture plays an important role in determining the extent to which disputants favour relationship help and emotional help from third parties. The research is also valuable in terms of reliability. The authors tested the hypotheses in two cross-cultural samples both within a country and between countries.

Managerial Level Differences on Conflict Handling Styles of Managers in Thai Listed Firms

This study aimed to compare the differences of managerial levels on preference for conflict handling styles of managers in Thai listed firms. Data were collected from 76 managers who worked at the companies listed in Stock Exchange of Thailand 100 by using modified version of conflict handling styles questionnaire as the instrument. The results of multivariate analysis of variance (MANOVA) indicated the significant differences among managerial level groups on a linear combination of the five conflict handling styles (Wilk’s = .72, F(10, 138) = 2.50, p

The Assessment of Customer Relationship Management (The Case of Land Mark International Hotel, Gondar Town, Ethiopia)

CRM is a sound business strategy to identify the hotel more profitable by devoting time and attention to expand account relationships with customers through individualized marketing, re-pricing, discretionary decision making and customized service. It is more applicable in service industries for its importance is well established with the activities. In the present hotel management scenario, the CRM applications have been tremendously increased and found by many researchers that certain practices attract customers. The objective of the study is to assess customer relationship management practices of land mark hotel. The study examines the aspect of customer relationship management like trust, commitment, conflict handling, value empathy and customer loyalty. For the achievement of the objective of study the researcher used 101 respondents. The study uses both explanatory and descriptive study designs from primary and secondary sources collected by interview and questionnaires distributed to manager, customers and employees. Secondary source of data is used from organization documents. The data that is gathered from customers, employees, and managers of the organization through convenience sampling technique has been presented and analyzed through tabular form. Finally, the findings show that there is customer relationship management practice but yet to be applied completely. The researchers recommend that the hotel must improve the quality of services in association with the latest information technology and connect the services to customer satisfaction.

NURTURING A CULTURE OF PEACE IN SCHOOL CHILDREN

INTRODUCTION:Conflict has been part and parcel of the North East region since the time India got its independence from the British in 1947 and the gradual reorganization of its states and international borders. The region has been afflicted by conflicts ranging from demand for autonomy to fights over resources. Humanitarian measures like immediate relief after and crisis interventions during conflicts while very important are not enough. There is a growing need in the region for pre and post conflict interventions and trauma healing for a just and sustainable and development. As such, there are many Non Governmental Organisations (NGOs) ranging from international to national and local working sometimes in isolation and other times in tandem with each other to build in the region. Different strategies ranging from advocacy, counseling, capacity building, and mediation to awareness creation are employed for various target groups such as top level to middle level as well as the grass roots level. The purpose of the present study was to examine the impact and relevance of a education programme implemented by North East Diocesan Social Service Society (NEDSSS) among children (peace club members) in schools in the states of Nagaland, Manipur and Tripura respectively.LITERATURE REVIEW:According to Harris and Morrison (2003), education is both a philosophy and a process. The philosophy of education teaches an understanding and compassion for life through nonviolence. The process of education exposes students to tools to create and maintain a safe and sustainable world. Peace education teaches important skills such as listening, reflecting, problem solving, cooperating and solving conflicts. Momodu (2009) posit that education is a behavioural and attitudinal change mechanism which aims at: pre-empting conflict (build-up); preventing conflict outbreaks; resolving conflict and promoting a culture of peace. Oshita (2006) believes that the aim of education becomes not just educating for but educating for a 'peace capacity'. Peace education is essentially a empowerment strategy which mainly equips individuals with the knowledge and skills to prevent and manage conflict at intra/inter-personal or intra/inter-group levels. Salomon (2002) re-echoes that peace education is unique because it deals with relations between groups, not individuals. By and large, is a culture and a peoples' way of life, which can be promoted or propagated through education as a tool. Therefore, the whole essence of education is to promote the culture of nonviolence as against the culture of violence in responding to conflict between or among individuals and groups.Peace Education, its contexts, actors, and interpretations have a long and changing history. As a field it consists of several multidisciplinary sub-fields, each with different perspectives and approaches. The concept Peace Education has, both in history and today, been interpreted as an ethic, moral, religious and philosophical matter. In connection to war and disciplines like history, political and social sciences have discussed roads to a peaceful society, whilst the development of education as skills and competencies for conflict handling has roots in psychological and pedagogical theories (Andersson et al, 2011, p.1). The focus on education has increased substantially since the eighties of the last century (Harris, 2008; Thelin, 1996). This trend is widespread, and takes different forms and definitions in different cultures (Harris, 1990). Africa and South America speak of 'development education' and 'human rights education'; while education is referred to as 'Gandhian studies' in India. In Northern Europe, education is primarily motivated by the high cost of international armaments, and the term 'disarmament education' is often used. The Japanese refer to the atomic bombs that were dropped on their country at the end of WWII; education here comes under the title 'A - bomb education'. …

Participation of community leaders in conflict resolution among crop farmers and Fulani herdsmen in Oyo state, Nigeria

The study investigated the participation of community leaders in conflict resolution and management among farmers and herdsmen in Oyo state, Nigeria. Stratified and random sampling technique was used to select 180 community leaders from 25 communities in Orire Local Government Area of Oyo State. Data were collected through the use of structured interview schedule and Focus Group Discussions. The data collected were summarised and analysed using descriptive statistics (frequency, mean, standard deviation) and Pearson Product Moment Correlation respectively. Results show that competition over water (93.8%), land (94.4%), lack of grazing zones (77.2%), and aggressive nature of the parties involved (77.2%) were main causes of conflicts among respondents. Conflict resolution measures mainly adopted by the community leaders include dialogue with parties involved (84.4%), use of village committees (76.7%), negotiating settlement (67.2%), entering agreement and ensuring such agreement is implemented (71.1%) and use of law enforcement agencies (84.4%). Level of participation of community leaders in conflict resolution was however moderate. Major constraints to effective participation of community leaders in conflict resolution include lack of institutional support from government (mean=3.0), inadequate finance (mean=3.0), language barrier (mean=3.0) and evasive nature of the herdsmen (mean=3.0). Years of schooling (r=0.223; p≤0.05) was found to be positively and significantly correlated with participation in conflict resolution. The study recommended the need for local leaders and the government to work together and take more proactive measure in reducing the current level of conflict in the conflict prone areas. It also suggested the need to broaden local leaders’ knowledge base through provision of training in conflict handling.

Relationship Marketing and Customer Loyalty in Vietnam Cosmetics Market

For the purpose of examining the impact of relationship marketing on customer loyalty in HCM City Cosmetic market,the author carried out this study using quantitative approach via survey. A questionaire derived from previous study and wasmodified through group discussion among 20 customers then officially conducted with the sample of 318 people. The resultshows that among relationship marketing underpinnings, 5 variables: trust, commitment, communication, conflict handling, sharedvalue have positive influence on customer loyalty, shared value is more important than others. There are some research limitationsas the data analysed were collected from one sector of the industry in one country, the relationships investigated here deservefurther researchs on other sectors or study development by modifying relationship marketing variables. However, researchprovides insights on the importance of relationship marketing integral elements. With the information supplied, cosmetic brandscan enhance their effectiveness of marketing strategy, attain marketing success by focusing on 5 key characteristics affectingcustomer loyalty

The Impact of Trust, Communication, Commitment and Conflict Handling on Customer Loyalty : An Empirical Evidence from Banks in Lahore, Pakistan

The Impact of Trust, Communication, Commitment and Conflict Handling on Customer Loyalty : An Empirical Evidence from Banks in Lahore, Pakistan

Effect of Personality on Conflict Resolution Styles

<div><p><em>The purpose of the present study was to examine the relationship between personality and conflict handling styles. The study was conducted using a sample of 270 post graduate business students in the Chandigarh region. While NEO-FFI was used to measure the big five dimensions of personality, ROCI II was used to measure the scores of students on the five conflict handling styles. The findings show a strong relationship between the big five personality dimensions and the five conflict handling styles.</em></p></div>