De effecten van verschillende typen eenzijdige niet-inhoudelijke hulp door eenderde partij in asymmetrische conflicten

A lot of people do their shopping online nowadays. Sometimes something goes wrong, what may cause conflict. It is important that the conflicting parties are being helped in an optimal way, so that the conflict is solved as well as possible with the least possible damage. Offering the right help will create more satisfaction and a reduction in time, effort and money. There are different typen of help that can be offered by a third party. The research' goal was to see what the effects are of two typen of nonsubstantial help (emotional and procedural help) by simulating a consumers conflict (N = 172) and filling out a survey. The results show that experiencing more emotional help will cause experiencing more social support. The experience of social support seems to predict a better relationship with the other, conflicting party. Experiencing more procedural help didn't seem to cause a higher self-efficacy. A higher self-efficacy didn't seem to predict less conflict experience, but as the experience of social support, a higher self-efficacy predicts a better relationship with the other party. Implications and recommendations are given.