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Conflict Management in a Computer-Supported Meeting Environment

Author

Listed:
  • Marshall Scott Poole

    (Department of Speech-Communication, 317 Folwell Hall, University of Minnesota, Minneapolis, Minnesota 55455)

  • Michael Holmes

    (Krannert Graduate School, Purdue University, West Lafayette, Indiana 47907)

  • Gerardine Desanctis

    (School of Business, University of Minnesota, Minneapolis, Minnesota 55455)

Abstract

Computer systems to support decision-making, planning, and negotiation in groups have the potential for wide-ranging application. However, knowledge of their effects is sparse, particularly for difficult situations such as group conflict. This study reports a laboratory experiment to examine how a general purpose group decision support system (GDSS) influenced conflict management in small groups making a budget allocation decision. The study tests a model that posits that GDSS impacts on conflict outcomes are mediated by group interaction processes, particularly how the GDSS enters into group interaction. The model posits seven potential impacts---some positive and some negative---that GDSS technology might have on conflict interaction processes. The impacts do not automatically occur, but depend on the nature of the GDSS and how the group applies it. Hence, a given GDSS might result only in a subset of the seven impacts. Among other things, the model predicts that the particular combination of GDSS impacts that materializes differs across groups and that the balance of these impacts, positive or negative, determines positive or negative conflict outcomes. Groups using a particular GDSS, the Software Aided Meeting Management (SAMM) system, were compared to groups using a manual version of the same decision structures built into SAMM and to unsupported groups. Results indicated that there were differences in the level of conflict in SAMM-supported versus manually-supported and unsupported groups, and in conflict management behaviors adopted by the different conditions. Moreover, there were differences in the impacts of SAMM for different groups, and there is some evidence that these contributed to consensus change. Overall, the theoretical model was supported by the study. This model and approach used in this study seem useful for designing future studies concerning the impacts of computer technology on group judgment and choice.

Suggested Citation

  • Marshall Scott Poole & Michael Holmes & Gerardine Desanctis, 1991. "Conflict Management in a Computer-Supported Meeting Environment," Management Science, INFORMS, vol. 37(8), pages 926-953, August.
    • Handle: RePEc:inm:ormnsc:v:37:y:1991:i:8:p:926-953
    DOI: 10.1287/mnsc.37.8.926
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    Citations

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    Cited by:

    1. Michael Parent & R. Brent Gallupe, 2001. "The Role of Leadership in Group Support Systems Failure," Group Decision and Negotiation, Springer, vol. 10(5), pages 405-422, September.
    2. Franco, L. Alberto & Hämäläinen, Raimo P. & Rouwette, Etiënne A.J.A. & Leppänen, Ilkka, 2021. "Taking stock of behavioural OR: A review of behavioural studies with an intervention focus," European Journal of Operational Research, Elsevier, vol. 293(2), pages 401-418.
    3. E. Martínez-Moreno & A. Zornoza & V. Orengo & L. F. Thompson, 2015. "The Effects of Team Self-Guided Training on Conflict Management in Virtual Teams," Group Decision and Negotiation, Springer, vol. 24(5), pages 905-923, September.
    4. Leeuwen, Jerry van & Heijden, Hans van der & Kronsteiner, Reinhard, 2003. "Group Decision Support for Resource Allocation Decisions in Three-Person Groups," Serie Research Memoranda 0025, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
    5. Nada Korac-Kakabadse & Alexander Kouzmin & Andrew Korac-Kakabadse, 2000. "Information Technology-Enabled Communication and Organizational Effectiveness," International Review of Public Administration, Taylor & Francis Journals, vol. 5(1), pages 17-36, June.
    6. Rajiv D. Banker & Robert J. Kauffman, 2004. "50th Anniversary Article: The Evolution of Research on Information Systems: A Fiftieth-Year Survey of the Literature in Management Science," Management Science, INFORMS, vol. 50(3), pages 281-298, March.
    7. Eom, Sean B, 1998. "The Intellectual Development and Structure of Decision Support Systems (1991-1995)," Omega, Elsevier, vol. 26(5), pages 639-657, October.
    8. Sutton, Robert I. & Neale, Margaret A. & Owens, David, 2000. "Technologies of Status Negotiation: Status Dynamics in Email Discussion Groups," Research Papers 1612, Stanford University, Graduate School of Business.
    9. Choon-Ling Sia & Bernard C. Y. Tan & Kwok-Kee Wei, 2002. "Group Polarization and Computer-Mediated Communication: Effects of Communication Cues, Social Presence, and Anonymity," Information Systems Research, INFORMS, vol. 13(1), pages 70-90, March.

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