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Impact of Conflict Management Styles on
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Employee Motivation and Organization
Performance of Banking Industry of
Bahawalpur in Digital Era
DOI
10.62019/BRDR.02.02.04
Shoaib Imtiaz1*, Syed Arsalan Haider Rizvi2, Nafeesa Hassan3
Volume: 2 Issue: 2
Pages: 82-89
Edited By Abstract
Dr. Waseem Ul Hameed
The Islamia University of This study intends to examine the impact of conflict management styles on the employee motivation
Bahawalpur, Pakistan and performance of banking organizations in Bahawalpur, Pakistan. The study collected primary data
Email using convenience sampling technique from 385 employees working under managers or supervisors
waseemulhameed@iub.edu.pk
in the banking sector of Bahawalpur. Structural equation modeling (SEM) was used to analyze the data
Reviewed By and test the relationships among the variables. The results of the study indicate that integrating style of
Dr Arfan Shahzad conflict management has insignificant impact on organization performance but positively influences the
Univeristi Utara Malaysia,
Malaysia
employee motivation. The accommodating and avoiding conflict management styles have a significant
Email positive impact on the employee motivation and the performance of banking organizations in Bahawalpur.
arfan@uum.edu.my However, forcing conflict management style has an insignificant impact on employee motivation and
Dr. Muhammad Nawaz organizational performance. Additionally, employee motivation is positively related to organizational
Iqra University Karachi, performance. These findings suggest that organizations can improve their performance by using avoiding
Pakistan
and accommodating conflict management styles and by enhancing employee motivation. The study
Email
provides valuable insights for banking organizations in Bahawalpur, Pakistan, and can also be useful
drnawaz.sca@mul.edu.pk
for organizations in other industries and locations. The findings highlight the importance of effective
Correspondence conflict management and employee motivation in achieving organizational success.
Shoaib Imtiaz, Department of Digital
Convergence Business, Yeungnam
University, South Korea Keywords: Conflict Management Styles, Employee Motivation, Organization Performance, Bahawalpur.
Email
shoaibimtiaz@ynu.ac.kr

How to Cite This Article

Imtiaz, S., Rizvi, S. A. H., & Hassan, N.
1. INTRODUCTION they can stimulate creativity, promote innovation, and
lead to better decision-making (Oyewobi et al., 2019).
According to Chaudhry et al. (2022), conflict refers
(2022). Impact of Conflict Management
Effective conflict management can also contribute
Styles on Employee Motivation to a disagreement or struggle between two or more
and Organization Performance of to a positive organizational culture that values open
Banking Industry of Bahawalpur individuals or groups who have incompatible goals,
communication, collaboration, and constructive
in Digital Era. Business Review interests, values, or beliefs. Conflict management is
of Digital Revolution. 2(2), 82-89. problem-solving. This can lead to increased employee
the process of addressing and resolving conflicts in a
constructive manner. Effective conflict management engagement, improved teamwork, and better overall
involves identifying the sources of the conflict, organizational performance (Khattak et al., 2021).
understanding the perspectives and needs of While effective conflict management can have a
all parties involved, and working to find mutually positive impact on the banking industry, there are
beneficial solutions that address everyone’s concerns also several issues that can arise when conflict is not
(Andreoni & Chang, 2019). The goal of conflict managed effectively (Saeed et al., 2014). It is important
management is not necessarily to eliminate all for banks to have effective conflict management
disagreements, but rather to find ways to manage policies and procedures in place to avoid these
them in a constructive and positive manner that issues and promote a positive work environment.
Received: 19-Oct-2022 maintains relationships, promotes understanding, The banking industry in Pakistan, like any other
Revised: 12-Nov-2022 and leads to improved outcomes for all involved industry, can face conflicts and disputes (Imtiaz &
Accepted: 11-Dec-2022 (Winardi et al., 2022). Kim, 2019). Conflict management is an essential
Published: 31-Dec-2022 aspect of any organization, and the banking industry
When conflicts are not effectively managed, they is no exception. Effective conflict management is
Collaborative Creativity
This license enables reusers to can lead to reduced productivity, increased turnover, crucial for ensuring the smooth functioning of banks
distribute, remix, adapt, and build
upon the material in any medium or
and decreased job satisfaction among employees. On and promoting customer trust and loyalty (Akhtar
format for noncommercial purposes the other hand, when conflicts are managed effectively, et al., 2020). The adoption of conflict management
only, and only so long as attribution
is given to the creator.
Authors Affiliation
1
Department of Digital Convergence Business, Yeungnam University, South Korea. Email: shoaibimtiaz@ynu.ac.kr
2
Institute of Business Management and Administrative Sciences, The Islamia University of Bahawalpur, Pakistan.
3
City Post Graduate College for Women, Jhelum, Pakistan.

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 Imtiaz et al

styles can help build trust and promote customer loyalty, leading risk mitigation (Berber et al., 2020). This study will investigate the
to better outcomes for the bank. According to Aqqad et al. (2019), impact of conflict management styles (integrating, accommodating,
when banks face conflict problems, it can negatively impact their avoiding, forcing) on employee motivation and banks performance
performance in several ways. Conflict can lead to a breakdown with in Bahawalpur region, Pakistan.
in communication, mistrust, decreased productivity, increased
turnover, and damage to the bank’s reputation. For example, if 2.1 Theoretical foundation of the study
customers are dissatisfied with the bank’s services or feel that Theoretical foundation of conflict management styles on
their complaints are not being adequately addressed, they may banks performance can be approached from different theoretical
take their business elsewhere, leading to a loss of revenue for the perspectives. One of the primary theories that can be used to
bank. Similarly, if there is conflict between employees, it can lead understand this relationship is the contingency theory (Fiedler, 1964).
to decreased productivity and increased turnover, as employees Contingency theory posits that there is no one best way to manage
may become demotivated or choose to leave the organization conflicts, and the effectiveness of different conflict management
altogether. Therefore, it is essential for banks to effectively manage styles depends on the context in which they are used. In the case
conflicts when they arise. This can involve establishing a structured of conflict management in banks, the context includes the size of the
conflict resolution process and by adopting conflict management bank, the nature of the conflict, the culture of the organization, and
styles (Parayitam et al., 2021). The purpose of this study is to find the external environment. Therefore, the effectiveness of different
the impact of different conflict management styles (integrating, conflict management styles will depend on these contextual factors.
accommodating, avoiding, forcing) on employee motivation and The choice of conflict management style depends on the nature of
banks performance in Bahawalpur, Pakistan. the conflict and the goals of the bank. However, regardless of the
style used, effective conflict management can lead to a positive
2. LITERATURE REVIEW impact on the bank’s performance. Thomas-Kilmann Conflict Mode
Conflict can arise in various settings, such as personal Instrument (TKI): The TKI theory proposes five conflict management
relationships, organizations, communities, and nations (Giao et styles, including competing, collaborating, compromising, avoiding,
al., 2020). Conflict management involves identifying the root causes and accommodating. The theory suggests that individuals tend
of the conflict, understanding the needs and interests of all parties to use a particular style in response to conflict based on their
involved, and finding a mutually acceptable solution. Effective personality and situational factors (Thomas & Kilmann, 2012). The
conflict management can lead to better relationships, improved study used the Rahim’s model for the conflict management. The
productivity, and positive outcomes for all parties involved. (Ye Rahim Organizational Conflict Inventory-II (ROCI-II) is a tool used
et al., 2019). Effective conflict management is essential for the to measure individual conflict management styles in organizational
success of banks. Conflict in the banking industry can lead to a settings (Rahim, 1983). The ROCI-II is widely used in research
breakdown in communication, mistrust, decreased productivity, and has been validated in various cultural settings. The inventory
increased turnover, and damage to the bank’s reputation. All these has been found to be reliable and valid in measuring conflict
factors can negatively impact the bank’s performance in several management styles in organizational settings. The study employed
ways, including loss of revenue, decreased productivity, reputation the four management styles (integrating, accommodating, avoiding,
damage, and increased risk (Hussein et al., 2022). On the other forcing) as independent variables to investigate their impact on
hand, effective conflict management can have a positive impact employee motivation and banks performance. The study also tested
on bank performance. Banks that are able to manage conflicts the influence of employee motivation on banks performance. Fig 1
effectively can benefit from improved customer satisfaction, displays the proposed research model.
increased employee engagement, reputation enhancement, and

Figure 1. Proposed research model

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Impact of Conflict Management Styles on Employee Motivation and Organization Performance of Banking Industry of Bahawalpur...

2.2 Integrating or ignore conflicts that arise within their team or organization,
The integrating style of conflict management is a collaborative rather than addressing them directly. Managers who adopt this
approach where both parties work together to find a mutually style tend to prioritize maintaining harmony and avoiding tension
beneficial solution to their conflict (Alam, 2021). When it comes to the and discomfort, even if this means not fully addressing issues that
banking industry, the integrating style of conflict management can may arise. Avoiding conflict management style can significantly
have a significant impact on performance. By using this approach, impact the performance of banks. In a banking environment,
banks can avoid costly legal battles and negative publicity that can where conflicts can have significant financial and reputational
damage their reputation (Aqqad et al., 2019). There are some ways consequences, avoiding conflict can lead to unresolved issues,
in which the integrating style of conflict management can positively lack of accountability, and delays in decision-making (Al Khajeh,
impact banks’ performance including improving customer relations, 2018). This can ultimately impact the bank’s performance, resulting
reducing employee turnover, avoiding legal costs, and enhancing in financial losses, regulatory penalties, and reputational damage.
organizational culture (Islam & Rimi, 2017). This hypothesis Additionally, avoiding conflict can hinder innovation and growth,
suggests that using the integrating conflict management style as employees may be hesitant to suggest new ideas or take
can lead to a range of benefits that ultimately improve the bank’s risks (Caputo et al., 2018). Avoiding conflict management style
overall performance. By working collaboratively to find mutually can significantly impact employee motivation. When managers
beneficial solutions, banks can avoid negative consequences such avoid conflict, they tend to ignore or downplay issues, which can
as customer dissatisfaction, employee turnover, and legal costs. create a culture of ambiguity, uncertainty, and mistrust. This can
Instead, they can foster a positive work environment that promotes lead to a decrease in employee motivation and job satisfaction, as
teamwork, productivity, and a strong organizational culture. The employees may feel disengaged, undervalued, and unsupported
integrating conflict management style can have a positive impact (Asrar-ul-Haq & Kuchinke, 2016). Additionally, unresolved conflicts
on employee motivation in several ways. This style emphasizes can impact employee performance, productivity, and collaboration,
collaboration and mutual problem-solving, which may result in a further impacting their motivation (Ho & Yeung, 2021). Therefore,
happier workplace and more job satisfaction. Also, staff members the following hypothesis are proposed.
are more likely to be inspired to work harder if they feel their issues
are acknowledged and valued (Noermijati et al., 2019). Therefore, H3a: There is a significant impact of avoiding style on organizational
the following hypothesis are proposed. performance
H3b: There is a significant impact of avoiding style on employee
H1a: There is a significant impact of integrating style on motivation
organizational performance
H1b: There is a significant impact of integrating style on employee 2.5 Forcing
motivation The forcing style is a competitive approach where one party
tries to win or dominate the conflict, regardless of the other party’s
2.3 Accommodating needs or concerns (Winardi et al., 2022). Managers who use the
Accommodating conflict management style is a cooperative forcing style tend to prioritize their own goals and objectives over
and conciliatory approach to conflict resolution in which one party those of others and are often seen as aggressive or confrontational
willingly gives up their own interests or positions in order to satisfy (Zhao & Liu, 2021). The forcing conflict management style can
the interests or positions of the other party involved in the conflict significantly impact the performance of banks. The forcing style can
(Khan et al., 2015). The accommodating conflict management lead to negative consequences such as damaged relationships,
style both positively and negatively affects the bank’s performance, resentment, and a lack of cooperation. In a banking environment,
depending on the situation (Liu et al., 2020). On the positive side, where trust and collaboration are critical, the forcing style can
accommodating can help maintain positive working relationships undermine teamwork and hinder the development of effective
among employees and with customers. In a service industry such solutions to complex problems (Aqqad et al., 2019). Additionally,
as banking, this may result in more client retention and satisfaction, the use of the forcing style can damage the reputation of the bank
which will enhance the performance of the bank.. However, if and create legal and regulatory risks (Dhammika & Edirisinghe,
accommodating is used too frequently or in situations where it is not 2018). The forcing conflict management style can significantly
appropriate, it can have negative effects on a bank’s performance impact employee motivation. When managers use the forcing
(Gunkel et al., 2016). This study proposes that accommodating style, employees may feel disrespected, undervalued, and
style significantly impacts the banks performance. The study also unsupported. This can lead to a decrease in employee motivation
proposes that accommodating style can be a positive approach and job satisfaction, as well as lower productivity and collaboration
to employee motivation. If an employee has a minor issue that is (Popli & Rizvi, 2016; Sethibe, 2018). Additionally, the use of the
important to them but not critical to the overall success of the team forcing style can create a culture of fear, where employees are
or organization, accommodating can help build trust and maintain hesitant to express their opinions or suggest new ideas, further
positive working relationships. This can lead to increased employee impacting their motivation (Musinguzi et al., 2018; Rehman et al.,
motivation and engagement (Zhang et al., 2018). 2018). Thus, the following hypothesis are proposed.

H2a: There is a significant impact of accommodating style on H4a: There is a significant impact of forcing style on organizational
organizational performance performance
H2b: There is a significant impact of accommodating style on H4b: There is a significant impact of forcing style on employee
employee motivation motivation

2.4 Avoiding 2.6 Employee motivation

According to Rahim & Katz (2020), avoiding conflict management Employee motivation refers to the internal drive, enthusiasm, and
style is a type of leadership style where a manager tends to avoid commitment of employees to perform their work tasks effectively

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 Imtiaz et al

and achieve organizational goals (Ozkeser, 2019). Motivated relationships.

employees are more engaged, productive, and committed to their
jobs, and are more likely to stay with the organization (Kalogiannidis, 4.1 Measurement Model
2021). Organizations that invest in employee motivation strategies 4.1.1 Convergent Validity
can benefit from increased productivity, improved performance, The convergent validity was assessed using factor loadings,
and better employee retention (Sitopu et al., 2021). Employee average variance extracted (AVE), and composite reliability (CR).
motivation leads to banks performance. Motivated employees Some of the factor loadings were below the cut-off value of 0.60 so,
can lead to higher levels of performance and better outcomes for they were deleted. Table 1 shows that CR, AVE, and Cronbach’s
the organization (Paais & Pattiruhu, 2020). Motivated employees alpha values were above the recommended value of 0.70, 0.50,
in banks can help to improve customer satisfaction by providing and 0.70 respectively (Hair et al., 2016).
better customer service, offering more personalized solutions,
and resolving issues more efficiently. As a result, the bank may Table 1. Cronbach’s alpha, CR, and AVE
experience an uptick in customer retention, repeat business, and Variables CR AVE Cronbach’s alpha
good word-of-mouth recommendations (Girdwichai & Sriviboon, Integrating 0.820 0.577 0.820
2020). Moreover, motivated employees are more likely to stay Accommodating 0.802 0.516 0.719
with the bank for longer periods, reducing employee turnover Avoiding 0.891 0.621 0.851
rates and related recruitment and training costs. They are also Forcing 0.870 0.771 0.706
more likely to exhibit positive behaviors, such as teamwork and Employee Motivation 0.915 0.672 0.818
collaboration, which can help to improve the overall culture and Organizational Performance 0.901 0.819 0.782
reputation of the bank (Al-bawaia et al., 2022). Therefore, the
following hypothesis is proposed. 4.1.2 Discriminant Validity
The Fornell Larcker criterion (FLC) (Fornell and Larcker, 1981)
H5: Employee motivation significantly impacts the organizational and Heterotrait-Monotrait Ratio (HTMT) (Henseler et al., 2015)
performance. was applied to measure the discriminant validity. The study shows
that all the diagonal values are higher than the other correlation
3. RESEARCH METHODOLOGY values. For HTMT, the values must be less than 0.90 (Gold et al.,
The quantitative technique was employed for this research 2001). Table 2 shows that all the values were below than 0.90.
using survey questionnaire method. The data were collected
using convenience sampling technique from the employees of Table 2. HTMT
all the public and private banks of Bahawalpur, Pakistan. A total AC AV EM FO IN OP
of 460 survey questionnaires were sent to the employees of AC
banking organizations in Bahawalpur via online platforms as part AV 0.299
of this research. Out of those, 385 were received back in full form EM 0.452 0.268
and ultimately considered for the measurement. The statistical FO 0.229 0.823 0.121
analysis technique PLS-SEM was used using the analysis software IN 0.780 0.141 0.440 0.170
SmartPLS. SmartPLS is a popular software tool used in the field of OP 0.692 0.353 0.898 0.196 0.563
quantitative research, particularly in the area of structural equation
modeling (SEM). It is designed to help researchers analyze complex 4.2 Structural Model
data sets and test theoretical models. The structural model in Structural Equation Modeling (SEM) refers
to the theoretical model that explains the relationships between
4. FINDINGS the latent (unobserved) variables and the observed variables.
The measurement model was assessed using the examination It is the part of the SEM that specifies the causal relationships
of structural model assessment, which involves assessing the between the variables and is represented graphically using a
reliability and validity of the measurement model. This involves path diagram (Steiger, 1990). The significance of the research
testing the internal consistency of the measurement items and model was evaluated through path coefficient, standard error
assessing how well they measure the underlying constructs. The and t-value using bootstrapping procedure. Table 3 shows that
structural model assessment involves examining the relationships all the hypothesis were accepted except H1a, H4a, and H4b. Fig
between the latent variables and testing the significance of the 2 displays the structural model.

Table 3. Hypothesis results

Original Sample Standard Deviation T Statistics (|O/
Hypothesis P Values Decision
Sample (O) Mean (M) (STDEV) STDEV|)
H1a IN->OP 0.058 0.058 0.031 1.853 0.065 Failed to Accept
H1b IN->EM 0.161 0.168 0.055 2.935 0.003 Accepted
H2a AC->OP 0.392 0.391 0.045 8.781 0.000 Accepted
H2b AC->EM 0.393 0.393 0.060 6.507 0.000 Accepted
H3a AV->OP 0.181 0.176 0.033 5.460 0.000 Accepted
H3b AV->EM 0.246 0.240 0.052 4.718 0.000 Accepted
H4a FO->OP 0.030 0.033 0.034 0.889 0.375 Failed to Accept
H4b FO->EM 0.038 0.026 0.071 0.530 0.596 Failed to Accept
H5 EM->OP 0.523 0.523 0.043 12.244 0.000 Accepted

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Impact of Conflict Management Styles on Employee Motivation and Organization Performance of Banking Industry of Bahawalpur...

Figure 2. The structural model

5. DISCUSSION AND CONCLUSION motivation. Although a forcing style may improve organizational
performance temporarily, it may have severe consequences for
The purpose of this research is to find out how conflict
other employee outcomes in the long run. The fourth research
management styles affect the performance of the Bahawalpur
question of the of the present studies deals with the impact of
banking industry in Pakistan. The relationships between the
avoiding style on organizational performance. According to
variables were measured with structural equation modeling
the empirical results avoiding style of conflict management
(SEM) using SmartPLS. The first research question of the of
is significantly related with the organizational performance.
the present studies deals with the impact of integrating style on
Concerning with employee motivation which has significant
organizational performance. According to the statistical analysis effect on organization performance.
integrating style of conflict management has insignificant impact
on organization performance but significant impact on employee There is a growing body of research that suggests that conflict
motivation. The present findings are consistent with some prior management styles can have a significant impact on employee
studies (Olukayode, 2017; Awan & Saeed, 2015). Keeping in motivation and organizational performance. Integrating style
view the managers’ interest and subordinates interest leads involves finding a solution that meets the needs of all parties
to the effective resolution of conflict that is necessary for the involved, which may increase employee motivation and job
smooth organizational functioning. satisfaction. Accommodating style involves accommodating
the needs of others while disregarding one’s own needs,
The effect of accommodating style on organizational which may result in lower motivation and job satisfaction.
performance is the second research issue addressed in the Avoiding style involves withdrawing from the conflict and not
current investigations. Empirical evidence shows that an addressing it, which may create tension and dissatisfaction in
accommodating style of conflict management improves the the workplace. Forcing style involves using power and authority
employee motivation and organization performance as well. to win the conflict, which may lead to reduced motivation and
These results are in line with (Ajike et al. 2015; Osabiya, 2015). employee morale. Therefore, it is important for organizations
Both studies showed a substantial effect on organizational to promote and encourage the use of these styles to create a
performance. Forcing style conflict management has substantial positive work environment that fosters high levels of employee
effect on the organizational performance and employee motivation and job satisfaction, leading to better organizational

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 Imtiaz et al

performance. Digitalization can have a significant impact on Al Khajeh, E. H. (2018). Impact of leadership styles on organizational
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 Imtiaz et al

About Authors

Shoaib Imtiaz

Shoaib Imtiaz is a Ph.D Doctor, He received from Department

of Digital Convergence Business, Yeungnam University, South
Korea. Currently he working as Assistant Prof. At Institute of
Business Management and Administrative Sciences (IBMAS), The
Islamia University of Bahawalpur (IUB), Pakistan. He has number
of publications in Impact Factor Journals as well as Scopus and
Indexed Factor Journals. His area of interest is Digital Marketing.

Syed Arsalan Haider Rizvi

Institute of Business Management and Administrative Sciences,

The Islamia University of Bahawalpur, Pakistan.

Nafeesa Hassan

City Post Graduate College for Women, Jhelum, Pakistan.

© 2022 Business Review of Digital Revolution Volume: 2 Issue: 2 89