Unfolding the recipes for conflict resolution during the new service development effort
The 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 reso...
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| Format: | Article |
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Elsevier
2016
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| Online Access: | https://eprints.nottingham.ac.uk/33319/ |
| _version_ | 1848794605089193984 |
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| author | Gounaris, Spiros Chatzipanagiotou, Kalliopi Boukis, Achilleas Perks, Helen |
| author_facet | Gounaris, Spiros Chatzipanagiotou, Kalliopi Boukis, Achilleas Perks, Helen |
| author_sort | Gounaris, Spiros |
| building | Nottingham Research Data Repository |
| collection | Online Access |
| description | The 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. |
| first_indexed | 2025-11-14T19:18:51Z |
| format | Article |
| id | nottingham-33319 |
| institution | University of Nottingham Malaysia Campus |
| institution_category | Local University |
| last_indexed | 2025-11-14T19:18:51Z |
| publishDate | 2016 |
| publisher | Elsevier |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | nottingham-333192020-05-04T18:18:20Z https://eprints.nottingham.ac.uk/33319/ Unfolding the recipes for conflict resolution during the new service development effort Gounaris, Spiros Chatzipanagiotou, Kalliopi Boukis, Achilleas Perks, Helen The 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. Elsevier 2016-10-02 Article PeerReviewed Gounaris, Spiros, Chatzipanagiotou, Kalliopi, Boukis, Achilleas and Perks, Helen (2016) Unfolding the recipes for conflict resolution during the new service development effort. Journal of Business Research, 69 (10). pp. 4042-4055. ISSN 0148-2963 Conflict style; Conflict resolution; New service development; Qualitative comparative analysis http://www.sciencedirect.com/science/article/pii/S0148296316300674 doi:10.1016/j.jbusres.2016.03.046 doi:10.1016/j.jbusres.2016.03.046 |
| spellingShingle | Conflict style; Conflict resolution; New service development; Qualitative comparative analysis Gounaris, Spiros Chatzipanagiotou, Kalliopi Boukis, Achilleas Perks, Helen Unfolding the recipes for conflict resolution during the new service development effort |
| title | Unfolding the recipes for conflict resolution during the new service development effort |
| title_full | Unfolding the recipes for conflict resolution during the new service development effort |
| title_fullStr | Unfolding the recipes for conflict resolution during the new service development effort |
| title_full_unstemmed | Unfolding the recipes for conflict resolution during the new service development effort |
| title_short | Unfolding the recipes for conflict resolution during the new service development effort |
| title_sort | unfolding the recipes for conflict resolution during the new service development effort |
| topic | Conflict style; Conflict resolution; New service development; Qualitative comparative analysis |
| url | https://eprints.nottingham.ac.uk/33319/ https://eprints.nottingham.ac.uk/33319/ https://eprints.nottingham.ac.uk/33319/ |