Managing Conflict - Free Report Example

Introduction

The paper draws attention to the importance of the relationship between employees and customers. The report can be said to be emphasizing conflict management to improve the relationship quality and the trust the customers have in the organization. The article goes further to highlight the role of organizational leadership in enhancing the trust and loyalty the customers have in the organization. Aali et al. (2019) also stated that conflict management has impacted the dimensions of the relationship quality, i.e., trust, commitment, and satisfaction and these dimensions have a positive impact on customer loyalty. The article uses ideas of the scholars, perfectly put together with references from other scholars to describe organizational leadership and how it impacts on customer loyalty.

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Conflict Management

Aali et al. (2019) describe organizational leadership as a critical ole ion the conflict management of an organization as they create the right organizational climate. The article further describes the approach to conflict management, which involves identifying and resolving the conflict before it is revealed. Such a path leads to a better relationship between the customers and the employees, therefore, increasing the loyalty. The research was based on the banking industry and how the customers’ loyalty depends on the conflict management strategy of the leaders of the organization. The scholars go ahead to define; conflict management, relationship quality, commitment, satisfaction, trust and loyalty.

I was satisfied with the way the effect of conflict management on commitment, trust and satisfaction is handled in the article. Aali et al. (2019) argue that conflict management has a positive effect on commitment, trust and satisfaction when it comes to banking services, trust has a positive impact on satisfaction and commitment and satisfaction have a positive impact on loyalty. The scholars provide the data they collected when doing the research and the methods of analysis used to come up with accurate findings. The article goes on to conclude that customers will remain loyal to banking services only if the banks can provide a desirable relationship through conflict management strategy.

Functional Conflict

This article generally covers functional conflict because the conflict ends up giving positive consequences. In the article, the banking services use the conflicts between the employees and customers to improve the relationship quality, and in turn, the loyalty of customers improve. According to Rahim's functional outcomes, innovation, creativity, and growth are brought about by functional conflicts (Rahim, 2000). The article provides provisions for the benefit of companies which have the same view as scholars. It offers recommendations to make the banking industry better using conflict management strategy as a marketing strategy to attract customers.

Conclusion

In conclusion, I support every idea the scholars have discussed in this article, and the research and findings will help the banking services get their customers loyalty using the conflict management strategy. Organizational leadership improves the trust and commitment of the employees, which consequently leads to satisfaction and trust by the customers, and this increases the loyalty of the customers to the organization.

References

Aali, S., Ibrahimi, A., Mirabi, V., & Zare, S. (2019). The Role of Organizational Leadership in Customer Loyalty through Managing Conflict between Employees and Customers.

Rahim, A. (2000). ProQuest Ebook Central. Site.ebrary.com. Retrieved 20 September 2020, from http://site.ebrary.com/lib/columbiasu/detail.action?docID=10017971&p00=managing+conflict+organizations.