A model of constructive conflict outcomes in exchange relationships

The intent of this dissertation was to create and test a model of constructive conflict outcomes. A model was created based on the tenets of Social Conflict Theory and theories related to marketing channels.; Data was collected from both marketers and purchasers who managed exchange relationships on behalf of their firm. The relationship was the unit of measurement and the responses were based on the perceptions of the relationship managers. Analysis of the data using structural equation modeling showed highly mixed support for both the proposed measurement and structural models.; However, a useful set of conclusions did emerge. The central finding of this dissertation is that there does exist a concept classified as constructive conflict outcomes based on the perceptions of the respondents. The concept gained adequate measurement support and performed sufficiently within the overall structural model. There were other important conclusions. First, there was not strong support for the adequacy of Social Conflict Theory in the context of business-to-business exchange relationships. The next important conclusion is that the relationship structure framework proposed by Robicheaux and Coleman (1994), and operationalized in this dissertation, proved inadequate for capturing the underlying condition of the exchange relationships that formed the basis of the data collected. The final major conclusion is that a limited model of constructive conflict outcomes in exchange relationships was supported. Specifically, the research found that low conflict frequency and an integrated problem solving approach had strong positive effects on constructive conflict outcomes. It was also found that constructive conflict outcomes had a strong positive effect on relationship satisfaction and trust.; In the end, the dissertation, with its highly mixed support for the original model, provides starting point and a great deal of direction that should allow future researchers to create an improved theoretical model describing the existence of constructive conflict outcomes in business-to-business exchange relationships.