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Rising expectations for exceptional customer experiences demand strategic amalgamation of cross-functional, customer-focused teams (marketing/sales/service departments)…
Rising expectations for exceptional customer experiences demand strategic amalgamation of cross-functional, customer-focused teams (marketing/sales/service departments). However, the long history of interface conflicts between functional teams continues to attract research attention. Past research has given more attention to conflicts between marketing and sales teams than to triadic interface conflict between custom-focused teams and their sub-conflicts in a business-to-business (B2B) sales process. The purpose of this research paper is to quantify the triadic interface conflicts and associated sub-conflicts between customer-focused teams, discuss conflict resolution strategies and perform a sensitivity analysis (SA) to give a fuller account of functional team conflict.
Multi-criteria decision-making (MCDM) based in the analytic hierarchy process (AHP) is proposed for identifying and resolving conflicts in customer-focused team interfaces. A group of 30 managers of a large electronics company participated in this research. The authors collected the data from customer-focused team managers during training sessions on interface conflicts and conflict management/resolution strategies. The authors perform SA to test the robustness of conflict resolution strategy rankings.
The findings reveal that managers adjudge task as the most crucial conflict attribute driving teams apart, followed by lack of communication. For the sub-conflicts, managers considered how to do the task as the most important conflict attribute, followed by lack of regular meetings. For conflict resolution strategies, managers regarded collaboration or integration as the overall best strategy, followed by compromise. Leveraging the AHP-based MCDM to resolve customer-focused team interface conflicts provides managers with the confidence in the consistency and the robustness of these solutions. By testing the SA, it is also discovered that the final outcome stayed robust (stable) regardless when the priorities of the main criteria influencing the decision are increased and decreased by 5% in every combinations.
This study examined only a large B2B company in the electronics industry in African and Middle East settings, focusing on interface conflicts among customer-focused departments. Future research could address these limitations.
This paper advances our understanding of customer-focused team interface conflicts in a B2B sales process. It also provides valuable insights on effective management of major and sub-interface conflicts. This paper provides a framework for and practical insights into how interface conflicts that are prevalent in marketing, sales and service sectors can be resolved to improve customer experience and business performance.
This study contributes to the literature by developing an AHP-based MCDM, which not only extends our conceptual understanding of the interface conflicts between customer-focused teams by emphasizing their triadic nature but also provides valuable strategies and insights into the practical resolution of such conflicts in a B2B firm’s sales process. Methodologically, SA is valuable to ensuring the robustness of the conflict resolution strategies’ rankings that will influence relevant pragmatic decision-making.
The purpose of this paper is to develop a knowledge‐based decision support tool used for assisting en‐route air traffic controllers by generating resolutions for dual…
The purpose of this paper is to develop a knowledge‐based decision support tool used for assisting en‐route air traffic controllers by generating resolutions for dual aircraft conflicts after being integrated into a model‐based conflict detection and conflict resolution system.
Air traffic controller knowledge, which was obtained from the literature research, about solving aircraft conflicts is represented in a decision tree. Then it is written in Visual Basic programming language. With reference to several rules form the expert air traffic controller knowledge and some factors which affect controller conflict resolution process, the tool generates advisories consisting of eight kinds of separation strategies.
The paper finds that it is expected to increase the safety of air traffic system by supporting air traffic controller in conflict resolution process. Controller workload can be reduced by fast, reliable and acceptable resolution advisories of the tool.
The accuracy of decision tree is limited with the adequacy and quality of knowledge obtained from references, several assumptions and interpretation. Because of the unavailability of a model‐based conflict detection and resolution tool, the tool could not be evaluated in simulations.
After being integrated into a model‐based decision support tool, it can reduce the deficiencies of the model‐based tool such as low degree of resolution acceptance by controllers and low‐resolution speed by providing expert air traffic controller knowledge to the tool.
Two trends mark the contemporary international scholarship on conflict and resolution. The scholarship on conflict has begun to look systematically at intra-state…
Two trends mark the contemporary international scholarship on conflict and resolution. The scholarship on conflict has begun to look systematically at intra-state conflicts and track the role of non-state actors, along with the more established trend of analysing inter-state conflict. Conflict resolution has also moved beyond looking at states and national and global-level NGOs to the role of local, non-state actors in preventing and/or minimising conflict. While the “mainstream” scholarly work emphasises a linear process of reaching resolutions in the aftermath of a conflict (e.g. Burton, 1990; Galtung, 1965), a range of “related” scholarship has begun to focus on factors that prevent conflict and their rapid diffusion over wider areas, as well as factors that contribute to longer term, peaceful, resolution (e.g. Das, Kleinman, Lock, Ramphele, & Reynolds, 2001; Sabet, 1998; Varshney, 2001). These related literature look beyond political solutions such as conflict management, boundary adjustments, and treaties, and the role of international and national formal bodies to resolve and manage conflict; their emphasis is on conflict prevention, the healing of conflict victims, and building and sustaining peace. With the recognition, in the 21st century, of the escalating production and spread of weaponry, the power of non-state actors to generate significant conflict, as well as the rapidly growing proportion of people who suffer from and cope with the aftermath of such conflict, the expanded frames for understanding conflict and resolution, requires further attention.
In this chapter, we explore the legal framework of AGMs in seven Member States (Austria, Belgium, Germany, France, Ireland, the Netherlands, and the United Kingdom) of…
In this chapter, we explore the legal framework of AGMs in seven Member States (Austria, Belgium, Germany, France, Ireland, the Netherlands, and the United Kingdom) of shareholder decision-making rights. We find that, since only a small part of the decision-making rights is harmonized at the European level, there are numerous differences in shareholder rights among national laws. These decision-making rights are usually about the topics director (re-)elections, pay matters, share capital, amendments to articles of association, annual accounts, etc. To be able to conduct empirical research in the remaining chapters, we develop a categorization framework of 15 voting items.
The paper articulates common organizing narratives which recur within alternative movements in law, and posits the art of dispute resolution as an experimental…
The paper articulates common organizing narratives which recur within alternative movements in law, and posits the art of dispute resolution as an experimental reconstructive methodology for engaging conflicts, while incorporating a critique of classical liberal thought. The paper offers a reading of conflict resolution approaches, including Alternative Dispute Resolution; Therapeutic Jurisprudence; Restorative Justice, and Transitional Justice, in search of a new legal culture or jurisprudence which emerges from the following narratives: emphasis on process; emphasis on constructive conflict intervention; deconstruction and hybridization; a search for an underlying layer; emphasis on relationship and acknowledgment of emotions; community work and bottom-up development.
The purpose of this chapter is to examine the genesis, operation, and effects of a dispute resolution body known as the National Implementation Body (NIB). The NIB was…
The purpose of this chapter is to examine the genesis, operation, and effects of a dispute resolution body known as the National Implementation Body (NIB). The NIB was established by employers, unions, and the State in Ireland and was active between 2000 and 2009. It recorded significant success in resolving major disputes. A distinctive feature of the NIB was its networked character: the body involved key employer and union leaders and senior public servants, who exerted informal pressure on the parties in dispute to reach a settlement either within the NIB process itself or in the State’s mainstream dispute resolution agencies.
The research draws on case studies of disputes and interviews with key members of the NIB.
The findings reveal how the NIB mobilized networks to resolve a series of major disputes that threatened to derail national pay agreements or cause significant economic disruption.
The chapter examines the operation of networked dispute resolution in detail and considers the wider implications of networked dispute resolution in both Continental European and other Anglo-American countries.
Conflict resolution theory and practice have often neglected the contributions of women in peacebuilding. To obtain a more balanced perspective, the work of women's…
Conflict resolution theory and practice have often neglected the contributions of women in peacebuilding. To obtain a more balanced perspective, the work of women's movements, peace movements, and other social movements have attempted to highlight the importance of women's roles in society and their active participation in peacemaking activities throughout the world. This study hopes to contribute to recognizing gender in conflict resolution by examining the rituals of conflict resolution in Laos and the legacy of women working for peace. Through this gender lens, it highlights the importance of Lao women's work in the soukhouan ceremony, a conflict resolution ritual that is integral to Lao culture. The soukhouan ritual demonstrates characteristics that are vital to any peacebuilding effort, specifically how women are actively working to repair harm, restore relationships, and organize support networks that are essential for reconciliation in communities experiencing conflict. This research adds to conflict resolution literature that validates how women are playing a vital role in all stages of peacebuilding.
The Omnibus Budget Reconciliation Act of 1993 included depositor preference legislation intended to reduce Federal Deposit Insurance Corporation (FDIC) resolution costs…
The Omnibus Budget Reconciliation Act of 1993 included depositor preference legislation intended to reduce Federal Deposit Insurance Corporation (FDIC) resolution costs. However, depositor preference might induce an offsetting reaction by general creditors and may affect resolution type.
We examine the empirical impact of state-level depositor preference laws on resolution type and costs with call-report data and FDIC data for all operating FDIC-BIF insured commercial banks that were closed or required FDIC financial assistance from January 1986 through December 1992. Our major findings are that depositor preference has: (1) tended to increase resolution costs; and (2) induced the FDIC to choose assisted mergers over liquidations.
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…
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.
Purpose – Investor activism is the attempt by a dissident shareholder to alter firm behavior by filing a shareholder resolution with the firm. Faced with a shareholder…
Purpose – Investor activism is the attempt by a dissident shareholder to alter firm behavior by filing a shareholder resolution with the firm. Faced with a shareholder resolution, management can either oppose it or attempt to negotiate a settlement. This study examines the factors that would cause a firm to adopt a compromise position with a dissent investor.
Methodology – A logistic regression is run in which the result of the shareholder resolution (whether or not a compromise has been researched) is a function of the topic of the resolution, the proposer of the resolution, and the firm’s history of compromising on previous shareholder resolutions. The model is tested using a sample of 762 shareholder resolutions filed in Canada over an eleven-year period from 2000 to 2010.
Results – The results indicate that compromise is more likely to occur when the shareholder resolution addresses an environmental or social responsibility issue, and when the dissident shareholder is an investment or mutual fund.
Practical implications – Institutional and mutual funds control the financial resources necessary for the firm’s survival. As such, firms are more likely to compromise when these powerful investors put forward shareholder resolutions. Furthermore, firms are more likely to compromise when the resolution does not address the core activities of the firm.
Originality – This study examines the factors that encourage Canadian firms to adopt a compromising strategy when confronted by dissident shareholders.