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In a study of conflict in organizations, Lindenberg’s relational signaling theory is used to develop hypotheses on the impact of relationship strength, network embeddedness, and organizational change on social escalation. Social escalation is defined as the involvement of one or more third parties in a conflict. An empirical test is conducted with data on 67 conflicts involving 22 managers, gathered during three years of ethnographic fieldwork and a longitudinal network study in a management team of a German paper factory. Multilevel analysis indicates that strong ties between conflicting parties decrease the level of social escalation, whereas informal power advantage of one party increases the chances for social escalation. Both effects disappear over time. It is argued that the dissolving impact of relationships and networks is due to the disappearance of so-called solidarity frame-stabilizing activities in the firm. The results highlight the context-dependence of network effects and escalation processes.

This chapter explores the adoption and implementation of a conflict management system (CMS) in a hospital setting. In particular, it uncovers the different motivations and challenges associated with a CMS across various stakeholders within the organization.

The chapter is based on qualitative research conducted in a large American hospital that adopted and implemented a CMS over the course of 15 months. The author conducted extensive interviews with stakeholders across the organization, including top management, union leaders, middle managers, clinicians, and frontline staff. Findings are also based on an array of observations, including stakeholder meetings and conflict management sessions.

The case study demonstrates the centrality of underexplored, generalizable, and industry-specific pressures that may lead organizations to reconsider their use of traditional dispute resolution practices and to institute a CMS. It also highlights the inherent organizational ambivalence toward the design and adoption, initiation and implementation, and routine use of a CMS and it documents the different types of outcomes delivered to various stakeholders.

The chapter provides a nuanced portrait of the antecedents to and consequences of the transformation of conflict management within one organization. It contributes to the existing body of research exploring the 30-year rise of alternative dispute resolution and CMSs in a growing proportion of firms in the United States. The use of an in-depth case-study method to examine this CMS experience offers a number of important insights, particularly regarding different stakeholder motivations and outcomes.

This chapter examines how the aspirations of the restorative justice movement are broader than tends to be acknowledged in debates about the virtues and vices of restorative justice. It suggests that, along with trying to change the social response to crime, the movement is concerned to bring about transformations in the way conflict is handled in a range of institutions, in approaches to political reconciliation, in social organisation and in our understanding of the self. Also, along with introducing new procedures for handling social problems, the movement is concerned to bring about profound changes in the way problems are construed.

Purpose – This study draws on conflict management literature to examine service recovery by service organizations and its effect on the important marketing outcomes of customer perceptions of service quality (satisfaction, trust, attribution/praise, and value) which influences customer retention rate (loyalty) and thus firm profitability.Design/methodology – Data from 412 banking customers are first employed to test the study’s model, and the results are subsequently cross-validated using a sample of 421 health-care customers.Findings – In services marked by moderate to low customer contact (i.e., task oriented) such as banking, effective conflict management tends to increase customer satisfaction, trust, and perceived customer value. It also has a positive effect on customer loyalty, albeit mediated by the above three variables. However, in high contact service contexts (i.e., personal oriented) like health care, conflict management seems to have relatively weak direct and indirect effects on customer loyalty.Research limitations/implications – The single country (Malaysian) origin of the present study’s data suggests the need for corresponding research in a Western context, where customers likely have different service expectations. Additionally, the research scope could be extended to focus on the relational nature of conflict management (the way in which a conflict is framed and resolved) in service recovery and how this moderates the relationship between perceived service quality and customer loyalty. The bi-industry approach taken in this research could also be extended to other low- and high-contact service sectors.Practical implications – Service organizations may benefit from training their employees on conflict management, honing skills in sensing and halting potential customer conflicts, and instituting a rapid and procedurally robust conflict resolution mechanism.Value/originality – This research is the first to examine firm’s conflict management across two service sectors. It contributes to theory by situating conflict management at the crux of the service failure/recovery relationship quality debate and underlining its relevance for a range of desired outcomes namely, customer satisfaction, customer trust, customer value attribution or customer praise, and customer loyalty.

Digitalization has become more central in organizations than ever before. Traditionally, organizations were places where employees spent most of their time. With digital organizations, working life has become flexible in terms of time and space, and the way of doing work has changed radically. While it has become difficult for employees to keep up with technological change and transformation, various digital conflicts related to technology have emerged within the organizations. This chapter deals with digital conflicts that occur in digital organizations. Digital conflicts could affect both the efficiency of organizations and the attitudes and perceptions of employees toward the organization. However, studies on the understanding of digital conflict management in digital organizations are quite limited. In this chapter, therefore, the causes and organizational consequences of digital conflicts in terms of organizational behavior are reviewed. The study indicates that digitalization, which is expected to increase workplace effectiveness and efficiency, could lead to destructive conflicts if not managed well, reducing socialization and job satisfaction of employees. The study also has shown that a well-managed digitalization process could increase efficiency and productivity for digital organizations and could increase job satisfaction by providing flexibility to employees. The chapter ends with suggestions for digital organizations to manage digital conflict management successfully.

As Africa strives to catch up with the rest of the world at the economic, political and sociocultural fronts, there is an increasing coalescence around the need for backward integration and the revival of traditional business management practices as enablers in the global war for economic dominance. Unfortunately, a significant consequence of colonial rule was the systematic denigration and portrayal of traditional African institutions and knowledge systems as inferior to those of the West. Although the negative depiction of the African worldview has been extensively challenged in the academy, changes in their perception and adoption have remained slow. The ‘Igbo Apprenticeship System’ (IAS), widely recognised as the largest business incubator platform in the world today, is a great testament to the sophistication and resilience of indigenous African business models and the need to scale up their impact as a strategic step towards the economic emancipation of the continent. However, one fundamental aspect of IAS's success story that is hardly ever mentioned in the extant literature is its approach to conflict management. Understandably, business by its nature is competitive and conflict-prone. Nonetheless, the Igbos appear to have successfully managed different types of conflicts associated with their traditional business model without recourse to western methods or processes. Using a conceptual approach, this chapter attempts to examine the efficacy of the conflict transformation mechanisms in the ‘Igbo Traditional Business School’ (I-TBS) against the background of emerging challenges in the twenty-first-century business environments in Africa and around the world. From the prism of the Conflict Transformation Theory, the chapter argues that I-TBS can serve as a vehicle for the economic growth of the continent, but it must be prepared to deal with ‘new’ conflicts and demands arising from within and outside of its ecosystem.

There has been considerable research into different approaches to workplace dispute resolution in the United States (US), the United Kingdom (UK), and to a lesser extent other English-speaking countries. This chapter considers what guidance this research can provide into the practical implications of these different approaches.

One frame of reference for evaluating different approaches to workplace dispute resolution is provided by Budd’s three objectives of the employment relationship: equity, voice and efficiency.

While dispute resolution procedures can contribute to all three objectives, there can be negative consequences for employees who make use of formal workplace dispute resolution procedures. It is desirable that workplace disputes be resolved quickly and informally.

Such an approach places considerable weight on the skills of line managers. Unfortunately, there is evidence of a preference among line managers to replace pragmatic approaches to conflict resolution with a rigid adherence to process and procedure. This is partly due to a lack of skills, but is often compounded by inadequate support from senior management.

While it is important for organisations to have formal workplace dispute resolution procedures, the focus should be on line managers. The role of human resources staff and senior management should primarily be to monitor the dispute resolution system, ensure that it is operating effectively and deal with any emerging issues. They should ensure appropriate training is in place and provide appropriate support to line managers. Only when line managers have failed to resolve disputes should they become directly involved.

This article explores the ways in which hegemony and power impact on the emergence, development and conflict management function of regional organizations. It compares the Southern African Development Community (SADC) and the South Asian Association for Regional Cooperation (SAARC), both of which include a strong regional power. These powers have contrasting postures: South Africa is a keen regionalist, a reluctant hegemon and a pacific power, whereas India is a keen hegemon, a reluctant regionalist and a militarist power. The presence of the hegemon has stimulated regionalism in Southern Africa but retarded regionalism in South Asia. Despite these differences, SADC and SAARC have similarly failed to manage regional conflict effectively. This has been due in large measure to the conflictual relationship between the hegemon and another powerful state in each region, Zimbabwe in the case of South Africa, and Pakistan in the case of India. Some of these dynamics are well explained by neorealist theory, but other dynamics are best explained by constructivist and liberal positions. This supports the argument by Katzenstein and Okawara (2001–2002) that in the field of international relations an eclectic analytical approach is required to comprehend complex processes that combine material, ideational, international, domestic, contemporary and historical factors.

With the rise of employer-promulgated mandatory employment arbitration, scholars have become concerned that these policies may reduce the economic viability of lower value employment claims. Of particular worry are claims made under the Fair Labor Standards Act since the FLSA does not include punitive damages. This study empirically tests the relationship between 368 Fortune 1000 companies’ employment arbitration policies and their wage and hour violations discovered during the Department of Labor inspections. Surprisingly, firms that used arbitration were found to have fewer violations and lower back wages for those violation compared to firms that did not use arbitration. This suggests that viewing arbitration merely as a cost-reduction tool may cast the practice too narrowly and instead it may be part of a larger conflict management system that seeks to address conflict at the earliest possible stage.