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PurposeThis study provides an insight into and a solution for the conflict among marketing channel members in China. It also examines the application of a Western channel conflict management (CM) model in China and suggests future research directions for CM of marketing channel members.Design/methodology/approachA replication research study with extensions was conducted following previous studies' suggestions. Using a Chinese sample, the author further evaluates a Western conceptual framework with hypothetical relationships of variables. Different from the original study using students in a simulated network environment, this study used channel members involved in actual network activities. Data were collected by a questionnaire survey and analyzed.FindingsThe results show CM of channel members in China and do not fully support the hypotheses in the Western model. This study identifies the determinants of an effective approach toward resolving conflicts among members from the perspectives of network outcomes, conflict types and management styles. The choice of CM style is imperative to member performance, especially for achieving specific network outcomes or CM goals.Originality/valueThis study contributes to existing studies of CM of marketing channel members by providing empirical evidence of managing conflict of members in the Chinese channel, revealing the effectiveness of CM of members with different cultural norms, providing managers with practical solutions to effectively manage conflicts among members and providing future research directions regarding this topic.

This study examines the respective role of two constructs, love and trust, as drivers of customer loyalty in a business-to-consumer service context. A review of the psychology and marketing literature suggests prominent roles for both love and trust in relation to long-term interpersonal relationships. The likely interaction between love and trust foreshadowed in prior studies also suggests the need of studying both factors simultaneously. Yet, to the authors' knowledge, the relative contribution of love and trust to loyalty has never been examined in the context of B2C service relationships. This study collected 293 valid consumer self-administered questionnaires in a personal care service setting. Analysis results, using structural equation modelling, show that customer experience of love, and trust, are both significant predictors of customer loyalty. However, love is a stronger driver of loyalty than trust. This study contributes to our understanding of consumers' unspoken needs or wants for love and confirms their need for trust in service encounters, helping frontline employees and managers to perform better in their efforts to generate and maintain customer loyalty. The study also makes a cross-disciplinary contribution to the literature on loyalty, love and trust, in marketing and psychology.