What is it about?
The purpose of this paper is to identify the mechanisms adopted by the distribution channel of a leading Brazilian truck manufacturing company, which generates various conflicts that have a negative impact on the performance of the channel operations, with a focus on the conflict causes. The study aims to expand the domain of distribution channel conflict management as a benchmark activity by exploring the potential sources of conflict occurring in a major Brazilian distribution channel. The research method is exploratory, using a case study from a major company of the automotive sector of Serra Gaúcha, Brazil. The distribution processes are analyzed in a real and specific context, implemented by means of individual, in‐depth interviews, with the application of a basic script of questions.
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Why is it important?
The findings indicate the existence of seven potential sources of conflict and 23 conflicting issues, considered relevant and of negative impact on the distribution channel performance of the manufacturing company. The sample cannot be considered as representative but it is, to a certain point, reliable because it refers to one entity only.
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This page is a summary of: Distribution channel conflict management: a Brazilian experience, Benchmarking An International Journal, February 2012, Emerald, DOI: 10.1108/14635771211218335.
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