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The role of trust in buyer-seller conflict management

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  • Celuch, Kevin
  • Bantham, John H.
  • Kasouf, Chickery J.

Abstract

The present study merges work in the interpersonal relationship and buyer-seller literature to address how trust interacts with attributions to impact the effect of partner communication on conflict resolution perceptions in buyer-seller relationships. Understanding the processes underlying conflict resolution is important given that conflict is inherent in relational exchange and that conflict resolution is related to investments, satisfaction, and commitment. Results of the present research suggest that partner use of editing in communication (the ability to self-censor overreaction to negative behavior) influences conflict resolution efficacy of response through the process of responsibility attribution. Further, the combined influence of attribution of partner blame and trust is important in understanding conflict resolution efficacy of response.

Suggested Citation

  • Celuch, Kevin & Bantham, John H. & Kasouf, Chickery J., 2011. "The role of trust in buyer-seller conflict management," Journal of Business Research, Elsevier, vol. 64(10), pages 1082-1088, October.
    • Handle: RePEc:eee:jbrese:v:64:y:2011:i:10:p:1082-1088
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