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Who is Best at Mediating a Social Conflict? Comparing Robots, Screens and Humans

Author

Listed:
  • Daniel Druckman

    (George Mason University
    Macquarie University
    University of Queensland)

  • Lin Adrian

    (University of Copenhagen)

  • Malene Flensborg Damholdt

    (University of Aarhus)

  • Michael Filzmoser

    (Technical University of Vienna)

  • Sabine T. Koszegi

    (Technical University of Vienna)

  • Johanna Seibt

    (University of Aarhus)

  • Christina Vestergaard

    (University of Aarhus)

Abstract

The impacts of various mediation platforms on negotiation outcomes and perceptions are compared in this article. The mediator platforms contrasted were a (teleoperated) Telenoid robot, a human, and a computer screen. All of these platforms used the same script for process diagnosis, analysis, and advice on how to resolve an impasse in a simulated high-tech company de-merger negotiation. A fourth experimental condition consisted of a no-mediation control. More agreements and more integrative agreements were attained by the robotic platform than by the other types of mediator platforms and the control. Mediation via the Telenoid robot also produced more non-structured agreements, which consisted of decisions made outside of the scenario options. Negotiators in this condition had more positive perceptions of the mediation experience, were more satisfied with the outcome, and thought that the mediator’s advice was more useful. Indirect analyses showed that the outcomes mediated the effects of the conditions on perceived satisfaction. Implications of the findings are discussed in terms of responses to novelty, which include creative and divergent modes of thinking.

Suggested Citation

  • Daniel Druckman & Lin Adrian & Malene Flensborg Damholdt & Michael Filzmoser & Sabine T. Koszegi & Johanna Seibt & Christina Vestergaard, 2021. "Who is Best at Mediating a Social Conflict? Comparing Robots, Screens and Humans," Group Decision and Negotiation, Springer, vol. 30(2), pages 395-426, April.
    • Handle: RePEc:spr:grdene:v:30:y:2021:i:2:d:10.1007_s10726-020-09716-9
    DOI: 10.1007/s10726-020-09716-9
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    References listed on IDEAS

    as
    1. Leonardelli, Geoffrey J. & Gu, Jun & McRuer, Geordie & Medvec, Victoria Husted & Galinsky, Adam D., 2019. "Multiple equivalent simultaneous offers (MESOs) reduce the negotiator dilemma: How a choice of first offers increases economic and relational outcomes," Organizational Behavior and Human Decision Processes, Elsevier, vol. 152(C), pages 64-83.
    2. Daniel Druckman & Bennett Ramberg & Richard Harris, 2002. "Computer-Assisted International Negotiation: A Tool for Research and Practice," Group Decision and Negotiation, Springer, vol. 11(3), pages 231-256, May.
    3. Jan Krátký & John J McGraw & Dimitris Xygalatas & Panagiotis Mitkidis & Paul Reddish, 2016. "It Depends Who Is Watching You: 3-D Agent Cues Increase Fairness," PLOS ONE, Public Library of Science, vol. 11(2), pages 1-11, February.
    4. Jacob Bercovitch & Scott Sigmund Gartner, 2006. "Is There Method in the Madness of Mediation? Some Lessons for Mediators from Quantitative Studies of Mediation," International Interactions, Taylor & Francis Journals, vol. 32(4), pages 329-354, December.
    5. Daniel Druckman & James N. Druckman & Tatsushi Arai, 2004. "e-Mediation: Evaluating the Impacts of an Electronic Mediator on Negotiating Behavior," Group Decision and Negotiation, Springer, vol. 13(6), pages 481-511, November.
    6. Witt, Ulrich, 2009. "Propositions about novelty," Journal of Economic Behavior & Organization, Elsevier, vol. 70(1-2), pages 311-320, May.
    7. Michael Filzmoser & Johannes R. Gettinger, 2019. "Offer and veto: an experimental comparison of two negotiation procedures," EURO Journal on Decision Processes, Springer;EURO - The Association of European Operational Research Societies, vol. 7(1), pages 83-99, May.
    8. Daniel Druckman & Ronald Mitterhofer & Michael Filzmoser & Sabine T. Koeszegi, 2014. "Resolving Impasses in e-Negotiation: Does e-Mediation Work?," Group Decision and Negotiation, Springer, vol. 23(2), pages 193-210, March.
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    Cited by:

    1. Araz Zirar, 2023. "Can artificial intelligence’s limitations drive innovative work behaviour?," Review of Managerial Science, Springer, vol. 17(6), pages 2005-2034, August.
    2. Daniel Druckman & Fieke Harinck, 2022. "Trust Matters in Negotiation," Group Decision and Negotiation, Springer, vol. 31(6), pages 1179-1202, December.
    3. Nørskov, Sladjana & Damholdt, Malene F. & Ulhøi, John P. & Jensen, Morten Berg & Mathiasen, Mia Krogager & Ess, Charles M. & Seibt, Johanna, 2022. "Employers’ and applicants’ fairness perceptions in job interviews: using a teleoperated robot as a fair proxy," Technological Forecasting and Social Change, Elsevier, vol. 179(C).

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