unfolding the Recipes for Conflict Resolution during NSD effort.pdf (1.05 MB)
Unfolding the recipes for conflict resolution during the new service development effort
journal contribution
posted on 2023-06-09, 00:52 authored by Spiros Gounaris, Chatzipanagiotou Kalliopi, Achilleas Boukis, Helen PerksThe management of conflicts that emerge during new service development (NSD) has escaped the attention of scholars. Yet differing conflict management styles (CMS) of team members and dynamics within the team create a complex managerial challenge. Additionally, the broader literature on conflict resolution shows contradictory findings preventing a clear roadmap for practitioner use when such conflicts emerge. This study draws on complexity theory and employs fuzzy set Qualitative Comparative Analysis, drawing on data from 543 members of 116 NSD projects, to unravel conflict resolution recipes. The results reveal, in detail, the variety of causal patterns that explain the linkages between individual CMS, the dynamics of the team and two critical conflict characteristics; conflict intensity and frequency. Implications for theory and practice are identified and discussed.
History
Publication status
- Published
File Version
- Accepted version
Journal
Journal of Business ResearchISSN
0148-2963Publisher
ElsevierExternal DOI
Issue
10Volume
69Page range
4042-4055Department affiliated with
- Business and Management Publications
Full text available
- Yes
Peer reviewed?
- Yes
Legacy Posted Date
2016-04-12First Open Access (FOA) Date
2017-10-09First Compliant Deposit (FCD) Date
2016-04-12Usage metrics
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