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Complementarities in Organizational Dispute Resolution Systems: How System Characteristics Affect Individuals' Conflict Experiences

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  • Corinne Bendersky

Abstract

In 1999–2000, a Canadian national government agency pilot-tested different employment dispute resolution systems (DRSs). The author analyzes how DRS characteristics in this natural quasi-experiment affected employees' approaches to conflict management, their attitudes toward conflict at work, and their rate of success in resolving conflict. A system that added negotiation training to a rights-based grievance procedure, she finds, was actually associated with worse conflict-related problems than a system consisting solely of a rights-based grievance procedure. In contrast, the joint use of a rights-based grievance procedure, negotiation training, and an interest-based neutral generated greatly improved outcomes. The author attributes the superior performance of a three-component DRS to complementarities among the components.

Suggested Citation

  • Corinne Bendersky, 2007. "Complementarities in Organizational Dispute Resolution Systems: How System Characteristics Affect Individuals' Conflict Experiences," ILR Review, Cornell University, ILR School, vol. 60(2), pages 204-224, January.
    • Handle: RePEc:sae:ilrrev:v:60:y:2007:i:2:p:204-224
    DOI: 10.1177/001979390706000203
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    References listed on IDEAS

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    1. Casey Ichniowski & Kathryn Shaw, 1999. "The Effects of Human Resource Management Systems on Economic Performance: An International Comparison of U.S. and Japanese Plants," Management Science, INFORMS, vol. 45(5), pages 704-721, May.
    2. Ichniowski, Casey & Shaw, Kathryn & Prennushi, Giovanna, 1997. "The Effects of Human Resource Management Practices on Productivity: A Study of Steel Finishing Lines," American Economic Review, American Economic Association, vol. 87(3), pages 291-313, June.
    3. Moulton, Brent R, 1990. "An Illustration of a Pitfall in Estimating the Effects of Aggregate Variables on Micro Unit," The Review of Economics and Statistics, MIT Press, vol. 72(2), pages 334-338, May.
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