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Article
Publication date: 1 March 2004

Henri Barki and Jon Hartwick

The lack of a clear conceptualization and operationalization of the construct of interpersonal conflict makes it difficult to compare the results of different studies and…

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5045

Abstract

The lack of a clear conceptualization and operationalization of the construct of interpersonal conflict makes it difficult to compare the results of different studies and hinders the accumulation of knowledge in the conflict domain. Defining interpersonal conflict as a dynamic process that occurs between interdependent parties as they experience negative emotional reactions to perceived disagreements and interference with the attainment of their goals, the present paper presents a two‐dimensional framework and a typology of interpersonal conflict that incorporates previous conceptualizations of the construct. The first dimension of the framework identifies three properties generally associated with conflict situations: disagreement, negative emotion, and interference. The framework's second dimension identifies two targets of interpersonal conflict encountered in organizational settings: task and interpersonal relationship. Based on this framework, the paper highlights several shortcomings of current conceptualizations and operationalizations of interpersonal conflict in the organizational literature, and provides suggestions for their remedy.

Details

International Journal of Conflict Management, vol. 15 no. 3
Type: Research Article
ISSN: 1044-4068

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Book part
Publication date: 26 August 2019

Helene Sætersdal and Jon-Arild Johannessen

Abstract

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The Future of HR
Type: Book
ISBN: 978-1-83867-179-2

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Abstract

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The Future of HR
Type: Book
ISBN: 978-1-83867-179-2

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Article
Publication date: 6 February 2009

Jose Antonio Martínez García and Laura Martínez Caro

The aim of this paper is to propose a model for understanding a complex management issue – the customer loyalty in a public sports service.

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3645

Abstract

Purpose

The aim of this paper is to propose a model for understanding a complex management issue – the customer loyalty in a public sports service.

Design/methodology/approach

Customer loyalty is discussed through the methodology of system dynamics. The proposed model considers the dynamic, non‐linear, asymmetric, and reciprocal relationships between its elements, and permits the analysis of the evolution of the system under hypothesized conditions.

Findings

The model reproduces historical data of abandonment and consumers' attitude toward the service (ATS). The achieved simulations showed how the future entry of new competitors can severely threaten public service performance. Furthermore, it was also found that the consumers' ATS was not a very good predictor of the consumers' behavior.

Research limitations/implications

System dynamics methodology can also be applied to understand the loyalty in the remaining services offered by the public institution. Other services, such as fitness, aerobics, martial arts, can be analyzed by considering their respective different competitive environments.

Practical implications

The new competitive environment can dramatically affect the number of consumers per year if a public institution does not differentiate its service. In addition, the entry of new competitors will affect the evolution of the system, as the customer satisfaction rates will be modified.

Originality/value

Understanding customer loyalty is one of the most important concerns for academics and practitioners in the areas of management and marketing. The system dynamics approach is an under‐utilized methodology in the field of sports management, which overcomes simplistic linear approaches. The paper shows how system dynamics can provide attractive insights into the field of sports management.

Details

Management Decision, vol. 47 no. 1
Type: Research Article
ISSN: 0025-1747

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Article
Publication date: 1 June 1998

Jon‐Arild Johannessen

Attempts to develop a conceptual model for analysing organisations as social systems from a systemic point of view. Develops aspects of a general theory for organisational…

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2436

Abstract

Attempts to develop a conceptual model for analysing organisations as social systems from a systemic point of view. Develops aspects of a general theory for organisational innovation. Deliberates the way in which systemic thinking can be used as a means to understand, explain and predict stability and innovation in organisations regarded as social systems. Uses social autopoiesis theory expressed through an analytical model, conceptual models, and propositions.

Details

Kybernetes, vol. 27 no. 4
Type: Research Article
ISSN: 0368-492X

Keywords

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