To read this content please select one of the options below:

Conflict‐handling style measurement: a best‐worst scaling application

Timothy M. Daly (University of Akron, Akron, Ohio, USA)
Julie Anne Lee (University of Western Australia, Perth, Australia)
Geoffrey N. Soutar (University of Western Australia, Perth, Australia)
Sarah Rasmi (University of Guelph, Guelph, Canada)

International Journal of Conflict Management

ISSN: 1044-4068

Article publication date: 6 July 2010

4612

Abstract

Purpose

This study aims to develop and validate a best‐worst scaling (BWS) measure of preferred conflict‐handling styles, named the Conflict‐handling BWS (CHBWS).

Design/methodology/approach

The authors conducted three studies. Study 1 consisted of a sample of psychology students (n=136) from a Canadian university and was designed to assess the convergent validity of the CHBWS by comparing it with the ROCI‐II and DUTCH instruments. Study 2 consisted of a sample of psychology students (n=154) from a US university and was designed to assess the predictive validity of the CHBWS by relating conflict‐handling styles to consumer complaint behavior. Study 3 consisted of a random sample of adults registered with an online survey company in Australia (n=204) and Germany (n=214). This study was designed to assess the antecedent relationship of Schwartz's personal values to conflict‐handling styles.

Findings

The study shows that best‐worst scaling is a valid and advantageous way of measuring conflict‐handling styles. The CHBWS demonstrated both convergent and predictive validity, and was able to reproduce the structure of the dual‐concerns model. The study also showed that preferred conflict‐handling style influences the choice of complaint behavior in a retail service failure situation. Furthermore, the study demonstrated that Schwartz's personal values can influence the preferred conflict‐handling style in two individualistic cultures.

Originality/value

This is the first study to measure conflict‐handling style preferences using a BWS approach. Furthermore, it is the first study to relate consumer complaint behavior to preferred conflict‐handling style.

Keywords

Citation

Daly, T.M., Anne Lee, J., Soutar, G.N. and Rasmi, S. (2010), "Conflict‐handling style measurement: a best‐worst scaling application", International Journal of Conflict Management, Vol. 21 No. 3, pp. 281-308. https://doi.org/10.1108/10444061011063180

Publisher

:

Emerald Group Publishing Limited

Copyright © 2010, Emerald Group Publishing Limited

Related articles