渠道成员冲突之后的信任修复机制研究

信任修复是企业间冲突发生后关系修复的重要内容，也是企业要面对的现实问题，而在理论研究中尚未得到重视。本研究旨在探讨渠道成员冲突后的信任修复过程，分析不同的修复策略（合作策略和竞争策略）对信任修复的影响，检验感知公平（程序公平与分配公平）的中介作用。研究发现：合作策略和竞争策略对能力信任修复和善意信任修复有直接影响，并通过感知公平的中介效应产生作用。其中合作策略对能力信任修复的正向影响显著大于对善意信任修复的影响；竞争策略对善意信任修复的负向影响显著大于对能力信任修复的负向影响。本文丰富了渠道关系修复理论，为企业管理渠道关系提供理论支撑和策略思路。

Trust repairmechanism after conflict between channel members

Trust repair is the important content of relationship repair after clashes between enterprises and a realistic issue in economic life, which was ignored by theoretical research. This study was to explore the trust repair process after the conflict between channel members. Influence on trust repair of different repair strategies (collaborative strategy and competitive strategy) has been analyzed, and intermediary effect of perceived fairness (procedural justice and distributive justice) has been examined. This study found: cooperation strategy and competition strategy have the significant impact on ability trust repair and benevolence trust repair directly and through the intermediate of perceived fairness. The positive effect of the cooperative strategy on the trust repair is significantly greater than that on ability trust repair. The negative effect of the competitive strategy on benevolence trust repair is significantly greater than that on ability trust repair. This paper enriched the study of the theory of the trust repair and provided theoretical basis for repair relationships between enterprises.