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Customers’ coping with interpersonal conflicts in intra and inter-cultural service encounters

Author

Listed:
  • Haithem Zourrig

    (University of Regina)

  • Jean-Charles Chebat

    (Holder of chair of commercial space and customer service management)

  • Roy Toffoli

    (University of Quebec at Montreal (UQÀM))

  • Alexandra Medina-Borja

    (University of Puerto Rico)

Abstract

Customers may alter their conflict style depending on their cultural values’ orientations and whether the adversary belongs to their group or not. This paper provides cross-cultural insight into the psychological mechanisms that shape different styles of customer’s coping with interpersonal conflicts. Drawing on cognitive appraisal theory, the paper extends the framework of appraisal-emotions coping to different cultural–situational contexts and develops a set of theory-driven propositions. The insights from this conceptual paper suggest that within inter-cultural encounter contexts, an interpersonal conflict may lead to confrontative coping, for both allocentric and idiocentric customers. However, in the case of an intra-cultural encounter, the allocentrism trait may weigh against the pursuit of any conflict and therefore may increase the tendency of non-confrontational coping, while the idiocentrism trait is more likely to encourage adopting confrontative tactics regardless of the group belongingness of the frontline service employee.

Suggested Citation

  • Haithem Zourrig & Jean-Charles Chebat & Roy Toffoli & Alexandra Medina-Borja, 2014. "Customers’ coping with interpersonal conflicts in intra and inter-cultural service encounters," AMS Review, Springer;Academy of Marketing Science, vol. 4(1), pages 21-31, June.
    • Handle: RePEc:spr:amsrev:v:4:y:2014:i:1:d:10.1007_s13162-013-0056-7
    DOI: 10.1007/s13162-013-0056-7
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    References listed on IDEAS

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    Cited by:

    1. Vikram Kapoor & Russell Belk, 2022. "‘Pressure creates diamonds’/‘fire refines gold’: Conceptualizing coping capital," AMS Review, Springer;Academy of Marketing Science, vol. 12(3), pages 196-215, December.
    2. Haithem Zourrig & Kamel El Hedhli, 2023. "Consumption coping strategies and well‐being among refugee consumers," Journal of Consumer Affairs, Wiley Blackwell, vol. 57(1), pages 140-170, January.

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