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How might an organization swiftly resolve supplier problems such that the issue does not reoccur? The purpose of this study seeks to understand the impact of different knowledge-sharing routines on measures of effective problem resolution.

Data are collected from an automotive manufacturer's (buyer) database. A hierarchical linear model analyzes dyadic data collected from 155 problems across 24 suppliers.

This study reveals that different ways of communicating have differing impact on measures of effective problem-solving. Communication involving face-to-face interaction slows the process, whereas frequent communication can lead to swift resolution. Furthermore, management teams are more likely to lead to a “better” fix in that these teams are more likely to implement changes in the process or product.

The data are for a tier-one automotive supplier. Hence, the findings are limited by the extent to which other organizations may differ.

The results provide insights for managers experiencing supply issues. Some forms of communication should be encouraged as they enhance the process. Moreover, the findings suggest there are consequences to pressuring a supplier to resolve a complaint quickly.

Very few researchers can claim to have investigated observed collaborative mechanisms that occur between a buyer and its suppliers when resolving a problem. This research adds to the literature on the relational view theory as it applies to supply chain management and problem resolution.

Using data from the Survey of Consumers, this study focuses on consumer’s resolution efforts with credit card problems and the likelihood of “exiting” – that is, discontinuing the use of a given credit card or of the financial institution associated with the card. Among all households with a problem, nearly two‐thirds (63 percent) were able to resolve their problem, while over half (55 percent) exited. Exit was associated with marital status, race, how dissatisfied the consumer was, number of problems related to credit cards, and attribution. Holding all else constant, consumers who were likely to resolve their problem were only half as likely to exit. Thus, credit card companies need to carefully and quickly address their customers’ problems and resolve their complaints.

Simple transactions are evolving into complex service relationships that require the attention of multiple organizations. When integrated products fail, customers must determine which organization is responsible and capable of resolving the problem. If the initial firm contacted cannot resolve the problem, it is then passed on to another until resolution. The objective of this paper is to determine how customer satisfaction with one organization may be moderated by the subsequent performance of another organization following the service issue hand‐off.

Data otherwise unavailable from the market are collected using a unique, longitudinal internet‐based experiment, wherein customer satisfaction is monitored throughout a complex exchange experience. During the exchange, problem ownership transfers from one firm's service organization to that of another.

Results show three forms of damage resulting from a service hand‐off: a credibility loss; a dissatisfaction compounding effect; and a resolution delivery failure effect. When problem resolution requires the attention of a second service provider, customer perceptions of the initial service provider are influenced by the performance of the second provider.

A service provider can often avoid substantial damage to customer satisfaction by establishing, a priori, formal back‐end partnerships with other service providers.

Organizations typically do not monitor customer satisfaction once a service problem is abandoned or handed‐off to another organization. In this experimental study, customer satisfaction is carefully monitored as service exchange crosses organizational boundaries during a service experience simulated over the period of one week.

This chapter explores why a better alternative to current practises in addressing sovereign debt repayment problems has not emerged. It examines the discussions on financing and debt repayment difficulties from the first United Nations Conference on Trade and Development in 1964 to the eve of the 1980s debt crisis. Drawing from recent work that highlights the ways with which the power of economics and economists operates in the public realm, the chapter examines the role of economic analysis within the political debate on debt. The chapter details the repeated refusals by creditor groups to any suggestion for improvements to the international debt architecture.

The purpose of this paper is to investigate the impact of family communication patterns (FCPs) on adolescents’ choice of conflict resolution strategies during family holiday planning.

The paper is framed by and builds on the literature on the adolescents’ choice of conflict resolution strategies and the FCP. The sample was collected using a survey among 400 adolescents in India. Exploratory factor analysis, confirmatory factor analysis and structural equation modelling have been used to analyse the data.

The paper provides a significant relationship between FCP and the choice of conflict resolution strategies. The study findings suggested that adolescents’ choice of resolution strategy depends on the type of communication environment in the family. It has been seen that adolescents have more say in concept-oriented families and use different types of resolution strategies compared to socio-oriented families.

The present study has considerable implications for the marketers and the academicians. Through FCP, marketers will be able to segment the families and, hence, may introduce efficient and competent marketing strategies and promotional campaigns.

The paper offers insights into the choice of conflict resolution strategy by adolescents’ in different FCPs. The study has originality and offers value to marketers as it focuses on adolescents, and explores their perceptions about their influence during the decision process.

We revisit the problem of redesigning the Master in Business Administration (MBA) program, curriculum, and pedagogy, focusing on understanding and seeking to tame its “wicked problems,” as an intrinsic part and challenge of the MBA program venture, and to render it more realistic and relevant to address major problems and their consequences. We briefly review the theory of wicked problems and methods of dealing with their consequences from multiple perspectives. Most characterization of problems classifies them as simple (problems that have known formulations and solutions), complex (where formulations are known but not their resolutions), unstructured problems (where formulations are unknown, but solutions are estimated), and “wicked” (where both problem formulations and their resolutions are unknown but eventually partially tamable). Uncertainty, unpredictability, randomness, and ambiguity increase from simple to complex to unstructured to wicked problems. A redesigned MBA program should therefore address them effectively through the four semesters in two years. Most of these problems are real and affect life and economies, and hence, business schools cannot but incorporate them into their critical, ethical, and moral thinking.

This paper has two parts, namely, Part 1 and Part 2. The purpose of this paper (Part 1) is to explain an adaptive relational paradigm that can efficaciously respond to the complex issues in wicked problems. A relational paradigm can work across the disciplines and fields that characterise wicked problems. It is also methodologically plural – that is it uses various inquiry instruments together. It becomes a hybrid approach when involving narratives and structured processes enabling the adopted instruments to converge to a coherent (living) story. The purpose of Part 2 will be to provide a theoretical framework that with illustration responds to Part 1.

Wicked problems and their issues do not respect academic disciplines, and as they are multidisciplinary, they require a cross-disciplinary approach when seeking resolution. Autonomous agency theory is adopted capable of structuring cross-disciplinary inquiry processes and formulating a hybrid inquiry paradigm. The paper sets up a narrative agency approachable of delivering a structure that results in a general theory of hybrid inquiry.

The paradigm, which traditionally defines a field of study conceptualises and regulates approaches that enable inquiry into behavioural systems. Mono-disciplinary, they are not suitable for the resolution of issues that arise from cross-disciplinary wicked problems. To resolve this, a relational paradigm has been defined within which sits a cross-disciplinary hybrid inquiry system. A general theory of hybrid inquiry has been offered. It is shown that agency theory can successfully embrace a relational paradigm.

To determine the limitations of this theory there is a need to provide exemplars, which is currently premature. Another outcome is to centre on modes of practice in hybrid inquiry, but there is insufficient space for this here.

This paper makes an original contribution by formulating a structured approach on the creation of a relational paradigm capable of supporting hybrid inquiry. It also adopts cross-disciplinary theory to make its case for a relational paradigm, recognising that wicked problems are cross-disciplinary. As part of the regulatory process, it connects Rittel’s IBIS schema intended to resolve wicked problems issues and the Johari Window and explains how they would relate. A means is suggested for determining the degree of undecidability of wicked problems issues, and hence, that of the models that inquiry produces. This uses formative characteristics that define a modelling space. The paper also adopts Husserl’s concept or lifeworld, which acts as a channel for complex narrative theory through which regulative processes are enabled.

The purpose of the paper is to design and explain a moral compass framework that informs decision-making by those engaged in shaping the doctoral education and supervision environment.

The research involved analysis of transcripts of 50 interviews with a range of doctoral students and supervisors. The framework was derived from the integration of the transcript analysis with a range of theoretical constructs: Rittel and Webber’s (1973) “wicked” problems; Bowden’s (2004) capability for the unknown future; Baillie et al.’s (2013) threshold capability development; liminality (Meyer and Land 2006); mindfulness (Langer and Moldoveanu, 2000; Green and Bowden, 2012); as well as our interpretation of moral compass and collective morality.

Although applicable to a wide range of contexts, with broader, potentially universal implications for professional life, the framework is explained using the doctoral education system as example, and supervisor and candidate experiences as illustration. It relates individual decision-making to notions of collective morality and moral development within a multi-level system, through moral advocacy and moral mediation, activities identified as necessary at all levels of the doctoral system.

Our framework demonstrates the need for developing awareness of the multi-factorial nature of the wicked problems that arise in doctoral education and the requirement to address such problems across all levels – individual, organisational and national. We identified the central importance of a new construct – collective morality and the way that moral advocacy and moral mediation can contribute to resolution of such wicked problems in doctoral education and supervision.

This study compares dispute resolution strategies of workers in hierarchical, conventional businesses with those of members of worker cooperatives – organizations in which all workers co-own and co-manage the business. Drawing on data from three industries (coal mining, taxicab driving, and food distribution), this study finds some support for predictions in the literature that assert that the cooperative's flattened structure and egalitarian ideology will affect workers’ grievance resolution. Although the data do not indicate a single pattern in dispute resolution strategies (i.e., with all members of the cooperatives resolving their disputes one way and all non-cooperative employees using a different strategy), the data do demonstrate that, when comparing matched cooperative and conventional businesses within each industry, the worker cooperative members possess more dispute resolution strategies than their conventionally employed counterparts.

Exploring the understandings of conflict held by Members of Parliament (MPs) provides a meaningful picture of a conflict in a particular society. The aim of the study is to explore the Kurdish conflict understandings among MPs in Turkey.

The current research used Q methodology, which is a suitable method to identify socially shared perspectives and to identify intra- and inter-group differences, and Entman’s (1993) frame analysis to explore subjective understandings of the Kurdish conflict. Data were collected from 23 MPs from four political parties.

The analysis revealed four qualitatively distinct viewpoints: Turkish Nationalist view, Social Democratic view, Conservative-Religious view and Pro-Kurdish view.

This study contributes to the understanding of political parties’ perspectives on the Kurdish conflict in Turkey by representing each political party’s priorities and concerns. The meaning of these priorities and concerns, implications for conflict resolution and the usefulness of the Q methodology for exploring conflict understandings are also discussed.