Complaint handling on the shop floor: Cooperative relationships and open-minded strategies

International Journal of Conflict Management

Volumn 10, Issue 1, 1999, Pages 45-68

  Tjosvold, Dean ^a   Morishima, Motohiro ^a   Belsheim, James A ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0033471739     PISSN: 10444068     EISSN: None     Source Type: Journal    
DOI: 10.1108/eb022818     Document Type: Article

References (103)

1. Allen, R. K., & Keaveny, T. J. (1985). Factors differentiating grievants and nongrievants. Human Relations, 38, 519-534.
2. Allen, R. E., & Lucero, M. A. (1998). Subordinate aggression against managers: Empirical analyses of published arbitrator decisions. International Journal of Conflict Management, 9, 234-257.
3. Angle, H. L., & Perry, J. L. (1986). Dual commitment and labor-management relationship climates. Academy of Management Journal, 29, 31-50.
4. Alper, S., Tjosvold, D., & Law. S. A. (1998). Interdependence and controversy in group decision making: Antecedents to effective self-managing teams. Organizational Behavior and Human Decision Processes, 74, 33-52.
5. Amason, A. C. (1996). Distinguishing the effects of functional and dysfunctional conflict on strategic decision making: Resolving a paradox for top management teams. Academy of Management Journal, 39, 123-148.
6. Avolio, B. J., Yammarino, F. J., & Bass, B. M. (1991). Identifying common method variance with data collected from a single source. Journal of Management, 17, 571-587.
7. Bacharach, S. B., & Lawler, E. J. (1985). Bargaining: Power, tactics, and outcomes. San Francisco: Jossey-Bass.
8. Balzer, W. K., & Sulsky, L. M. (1992). Halo and performance appraisal research: A critical examination. Journal of Applied Psychology, 77, 975-985.
9. Bazerman, M. H, Magliozzi, T., & Neale, M. A. (1985). Integrative bargaining in a competitive market. Organizational Behavior and Human Decision Processes, 35, 294-313.
10. Bemmels, B., & Foley, J. R. (1996). Grievance procedure research: A review and theoretical recommendations. Journal of Management, 22, 359-384.
11. Bemmels, B., Reshef, Y., & Stratton-Devine, K. (1991). The roles of supervisors, employees, and stewards in grievance initiation, Industrial and Labor Relations Review, 45 (1), 15-30.
12. Berlyne, D. E. (1963). Motivational problems raised by exploratory and epistemic behavior. In S. Koch (Ed.), Psychology: A study of a science (Vol. 5, pp. 140-168). New York: McGraw-Hill.
13. Block, R. N., Beck, J., & Olson, A. R. (1996). A look at grievance mediation. Dispute Resolution Journal, 51 (2), 54-61.
14. Brett, J. M., & Goldberg, S. B. (1983). Grievance mediation in the coal industry: A field experiment. Industrial & Labor Relations Review, 37, 49-69.
15. Brett, J. M., Shapiro, D. L., & Lytle, A. L. (1998). Breaking the bonds of reciprocity in negotiations. Academy of Management Journal, 41, 410-424.
16. Bushe, G. R. (1988). Developing cooperative labor-management relations in unionized factories: A multiple case study of quality circles and parallel organizations within joint quality of work life projects. Journal of Applied Behavioral Science, 24, 129-150.
17. Cappelli, P., & Chauvin, K. (1991). A test of an efficiency model of grievance activity. Industrial & Labor Relations Review, 45 (1), 3-14.
18. Chaykowski, R. P., Slotsve, G. A., & Butler, J. S. (1992). A simultaneous analysis of grievance activity and outcome decisions. Industrial & Labor Relations Review, 45, 724-737.
19. Cohen, J., & Cohen, P. (1975). Applied multiple regression/correlation analysis for the behavioral sciences. New York: Wiley.
20. Crampton, S. M., & Wagner, J. A., III. (1994). Percept-percept inflation in microorganizational research: An investigation of prevalence and effect. Journal of Applied Psychology, 79, 67-76.
21. Dalton, D. R., & Todor, W. D. (1982a). Antecedents of grievance filing behavior: Attitude/ behavioral consistency and the union steward. Academy of Management Journal, 25, 158-169.
22. Dalton, D. R., & Todor, W. D. (1982b). Union steward locus of control, job, union involvement, and grievance behavior. Journal of Business Research, 10, 85-101.
23. Dastmalchian, A., & Ng, I. (1990). Industrial relations climate and grievance outcomes. Industrial Relations, 45, 311-324.
24. De Dreu, C., & Van de Vliert, E. (Eds.). (1997). Using conflict in organizations. Beverly Hills, CA: Sage.
25. Deutsch, M (1994). Constructive conflict resolution: Principles, training, and research. Journal of Social Issues, 50 (1), 13-32.
26. Deutsch, M. (1990). Sixty years of conflict. International Journal of Conflict Management, 1, 237-263.
27. Deutsch, M. (1980). Fifty years of conflict. In L. Festinger (Ed.), Retrospections on social psychology (pp. 46-77) New York: Oxford University Press.
28. Deutsch, M. (1973). The resolution of conflict. New Haven, CT: Yale University Press.
29. Deutsch, M., & Krauss, R. M. (1962). Studies of interpersonal bargaining. Journal of Conflict Resolution, 6, 52-72.
30. Dibble, R. E. (1997). Alternative dispute resolution of employment conflicts: The search for standards. Journal of Collective Negotiations in the Public Sector, 26, 73-84.
31. Eaton, A. E., Gordon, M. E., & Keefe, J. H. (1992). The impact of quality of work life programs and grievance system effectiveness on union commitment. Industrial & Labor Relations Review, 45, 591-604.
32. Eisenhardt, K. M., & Bourgeois, L. J., III. (1988). Politics of strategic decision making in high-velocity environments: Toward a midrange theory. Academy of Management Journal, 31, 737-770.
33. Eisenhardt, K. M., Kahwajy, J. L., & Bourgeois, L. J., III. (1997). How management teams can have a good fight. Harvard Business Review, 75 (4), 77-85.
34. Etherington, L & Tjosvold, D. (1998). Managing budget conflicts: Contribution of goal interdependence and interaction. Canadian Journal of Administrative Sciences, 15 (1), 1-10.
35. Fisher, E. G., & Reshef, Y. (1992). Shop steward performance: A constrained-decision analysis. Industrial Relations-Quebec, 47, 25-41.
36. Flanagan, J. C. (1954). The critical incident technique. Psychological Bulletin, 54, 327-358.
37. Fowler, F J. Jr. (1993). Survey research methods (2nd ed.). Beverly Hills, CA: Sage
38. Gantz, J., & Whitehead, J. D. (1982). The relationship between industrial relations climates and grievance initiation and resolution. Proceedings of the thirty-fourth annual meeting of the industrial relations research association (pp. 320-328). Madison, WI.
39. Goodman, P. S., Fichman, M., Lerch, F. J., & Snyder, P. R. (1995). Customer-firm relationships, involvement, and customer satisfaction. Academy of Management Journal, 38, 1310-1324.
40. Hall, L. (1993). Negotiations: Strategies for mutual gain. Newbury Park, CA: Sage.
41. Hanlon, S. C., Meyer, D. C., & Taylor, R. R. (1994). Consequences of gainsharing: A field experiment revisited. Group and Organizational Management, 19, 87-111.
42. Hatcher, L., & Ross, T. L. (1991). From individual incentives to an organization-wide gain-sharing plan: Effects on teamwork and product quality. Journal of Organizational Behavior, 12, 169-183.
43. Havlovic, S. J. (1991). Quality of work life and human resource outcomes. Industrial Relations, 30, 469-479.
44. Ichniowski, C. (1986). The effects of grievance activity on productivity. Industrial & Labor Relations Review, 40 (1), 75-89.
45. Jehn, K. A. (1995). A multimethod examination of the benefits and detriments of intragroup conflict. Administrative Science Quarterly, 40, 256-282.
46. Johnson, D. W., & Johnson, R. T. (1989). Cooperation and competition: Theory and research. Edina, MN: Interaction Book.
47. Johnson, D. W., Maruyama, G., Johnson, R. T., Nelson, D., & Skon, S. (1981). Effects of cooperative, competitive, and individualistic goal structures on achievement: A meta-analysis. Psychological Bulletin, 89, 47-62.
48. Johnson, D. W., Johnson, R. T., Smith, K., & Tjosvold, D. (1990). Pro, con, and synthesis: Training managers to engage in constructive controversy. In B. Sheppard, M. Bazerman, & R. Lewicki (Eds.), Research in negotiations in organization (Vol. 2, pp. 139-174). Greenwich, CT.: JAI Press.
49. Katz, H. C., Kochan , T. A., & Gobeille, K. R. (1983). Industrial relations performance, economic performance, and QWL programs: An interplant analysis. Industrial & Labor Relations Review, 37 (1), 3-17.
50. Klaas, B. S., & DeNisi, A. S. (1989). Managerial reactions to employee dissent: The impact of grievance activity on performance ratings. Academy of Management Journal. 32, 705-717.
51. Klaas, B. S., Heneman, H. G. III, & Olson, C. A. (1991). Effects of grievance activity on absenteeism. Journal of Applied Psychology, 76, 818-824.
52. Knight, T. R. (1986a). Correlates of informal grievance resolution among first-line supervisors. Industrial Relations, 4, 281-296.
53. Knight, T. R. (1986b). Feedback and grievance resolution. Industrial & Labor Relations Review, 39, 585-598.
54. Kochan, T. A., & Katz, H. C. (1988). Collective bargaining and industrial relations. From theory to policy and practice. Homewood, IL: Irwin.
55. Kochan, T. A., & Osterman, P. (1994). The mutual gains enterprise: Forging a winning partnership among labor, management, and government. Boston: Harvard Business School Press.
56. Kochan, T. A., & Verma, A. (1983). Negotiations in organizations: Blending industrial relations and organizational behavior approaches. In M. Bazerman & R. J. Lewicki (Eds.) Negotiating in Organizations (pp. 13-32). Beverly Hills, CA: Sage.
57. Komorita, S. S., & Esser, J. K. (1975). Frequency of reciprocated concessions in bargaining. Journal of Personality and Social Psychology, 32, 699-705.
58. Kressel, K., Frontera, E. A., Forlenza, S., Butler, F., & Fish, L. (1994). The settlement-orientation vs. the problem-solving style in custody mediation. Journal of Social Issues, 50 (1), 67-84.
59. Lewicki, R. J., McAllister, D. J., & Bies, R. J. (1998). Trust and distrust: New relationships and realities. Academy of Management Review, 23, 438-458.
60. Lewin, D. (1983). Theoretical perspectives on the modern grievance procedure. In J. D. Reid, Jr. (Ed.), New approaches to labor unions, research in labor economics, (Suppl. 2, pp. 127-147). Greenwich, CT: JAI Press.
61. Leung, K., Chiu, W., & Au, Y. (1993). Sympathy and support for industrial actions: A justice analysis. Journal of Applied Psychology, 78, 781-787.
62. Magennau, J. M., Martin, J. E., & Peterson, M. M. (1988). Dual and unilateral commitment among stewards and rank-and-file union members. Academy of Management Journal, 31, 359-376.
63. McCabe, D. M., & Lewin, D. (1992). Employee voice: A human resource management perspective. California Management Review., 34 (3), 112-123.
64. Mesch, D. J., & Dalton, D. R. (1992). Unexpected consequences of improving workplace justice: A six-year time series assessment. Academy of Management Journal, 35, 1099-1114.
65. Meyer, D. (1994). The political effects of grievance handling by stewards in a local union. Journal of Labor Research, 15 (2), 33-51.
66. Moskal, B. S. (1991). Is industry ready for adult relationships? Industry Week, 24 (4), 18-25.
67. Murphy, K. R., Jako, R. A., & Anhalt, R. L. (1992). Nature and consequences of halo error: A critical analysis. Journal of Applied Psychology, 78, 218-229.
68. Nemeth, C., & Owens, P. (1996). Making groups more effective: The value of minority dissent. In. M. A. West (Ed.), Handbook of work group psychology (pp. 125-141). Chichester, UK: Wiley.
69. Ng, I., & Dastmalchian, A. (1989). Determinants of grievance outcomes: A case study. Industrial & Labor Relations Review, 42, 393-403.
70. Olson-Buchanan, J. B. (1996). Voicing discontent: What happens to the grievance filer after the grievance? Journal of Applied Psychology, 81, 52-63.
71. Peterson, R. B., & Lewin, D. (1982). A model of research and analysis of the grievance process. Proceedings of the thirty-fourth annual meeting of the industrial relations research association (pp. 303-312). Madison: WI.
72. Podsakoff, P. M., & Organ, D. W. (1986). Self-reports in organizational research: Problems and prospects. Journal of Management, 12, 531-544.
73. Post, F. R., & Bennett, R. J. (1994). Use of the collaborative collective bargaining process in labor negotiations. International Journal of Conflict Management, 5, 34-61.
74. Pruitt, D. G. (1981). Negotiation. New York: Academic Press.
75. Pruitt, D. G., & Carnevale, P. J. (1993). Negotiation in social conflict. Pacific Grove, CA: Brooks/Cole.
76. Pruitt, D. G., & Syna, H. (1989). Successful problem solving. In D. Tjosvold & D. W. Johnson (Eds.), Productive conflict management: Perspectives for organizations (pp. 69-90). Minneapolis: Team Media.
77. Rahim, M. A. (Ed.). (1989). Managing conflict: An interdisciplinary approach. New York: Praeger.
78. Rubin, J. Z., Pruitt, D. G., & Kim, S. H. (1994). Social conflict: Escalation, stalemate, and settlement (2nd ed.). New York: McGraw-Hill.
79. Schappe, S. P. (1996). Bridging the gap between procedural knowledge and positive employee attitudes. Group & Organization Management, 21, 337-364.
80. Schwartz, N. (1999). Self-reports. American Psychologist, 54, 93-105.
81. Shraguer, J. S., & Osberg, T. M. (1986). The relative accuracy of self-predictions and judgments by others in psychological assessment. Psychological Bulletin, 90, 322-251.
82. Schweiger, D. M., Sandberg, W. R., & Rechner, P. L. (1989). Experiential effects of dialectical inquiry, devil's advocacy, and consensus approaches to strategic decision making. Academy of Management Journal, 32, 745-772.
83. Spector, P. E. (1992). A consideration of the validity and meaning of self-report measures of job conditions. In C. L. Cooper & I. T. Robertson (Eds.), International review of industrial and organizational psychology (pp. 123-151). Chichester, UK: Wiley.
84. Spector, P. E. (1987). Method variance as an artifact in self-reported affect and perceptions at work: Myth or significant problem. Journal of Applied Psychology, 72, 438-443.
85. Spector, P. E., & Brannick, M. T. (1995). The nature and effects of method variance in organizational research. In C. L. Cooper & I. T. Robertson (Eds.), International review of industrial and organizational psychology (pp. 249-274). Chichester, UK: Wiley.
86. Swidinsky, R. (1992). Unionism and the job attachment of Canadian workers. Industrial Relations-Quebec, 47, 729-749.
87. Thompson, L. L., Mannix, E. A., & Bazerman M. H. (1988). Group negotiation: Effects of decision rule, agenda, and aspiration. Journal of Personality and Social Psychology, 54, 86-95.
88. Tjosvold, D. (1986). Working together to get things done: Managing for organizational productivity. Lexington, MA: DC Heath.
89. Tjosvold, D. (1985). Implications of controversy research for management. Journal of Management, 11, 221-238.
90. Tjosvold, D. (1982). Effects of the approach to controversy on superiors' incorporation of subordinates' information in decision making. Journal of Applied Psychology, 65, 189-193.
91. Tjosvold, D. (1998). The cooperative and competitive goal approach to conflict: Accomplishments and challenges. Applied Psychology: An International Review, 47, 285-313.
92. Tjosvold, D., & Deemer, D. K. (1980). Effects of controversy within a cooperative or competitive context on organizational decision-making. Journal of Applied Psychology, 65, 590-595.
93. Tjosvold, D., & Johnson, D. W. (1978). Controversy within a cooperative or competitive context and cognitive perspective taking. Contemporary Educational Psychology, 3, 376-386.
94. Tjosvold, D., & Johnson, D. W. (1977). The effects of controversy on cognitive perspective taking. Journal of Educational Psychology, 69, 679-685.
95. Tjosvold, D., Sasaki, S., & Moy, J. (1998). Developing commitment in Japanese organizations in Hong Kong: Interdependence, interaction, relationship and productivity. Small Group Research, 29, 560-582.
96. Tjosvold, D., Wedley, W. C., & Field, R. H. G. (1986). Constructive controversy, the Vroom-Yetton model, and managerial decision making. Journal of Occupational Behaviour, 7, 125-138.
97. Ury, W. L., Brett, J. M., & Goldberg, S. B. (1993). Getting disputes resolved. Cambridge, MA: Program on Negotiation.
98. Voos, P. B. (1989). The influence of cooperative programs on union-management relations, flexibility, and other labor relations outcomes. Journal of Labor Research, 1, 103-117.
99. Walton, R. E., Cutcher-Gershenfeld, J. E., & McKersie, R. B. (1994). Strategic negotiations: A theory of change in labor-management relations. Boston: Harvard Business School Press.
100. Walton, R. E., & McKersie, R. B. (1965). A behavioral theory of labor negotiations. New York: McGraw-Hill.
101. Watson, D., & Clark, L. A. (1990). Self-versus peer ratings of specific emotional traits: Evidence of convergent and discriminant validity. Journal of Personality and Social Psychology, 60, 927-940.
102. Weingart, L. R., Bennett, R. J., & Brett, J. M. (1993). The impact of consideration of issues and motivational orientation on group negotiation process and outcome. Journal of Applied Psychology, 78, 504-517.
103. Yukl, G., Kim, H., & Falbe, C. M. (1996). Antecedents of influence outcomes. Journal of Applied Psychology, 81, 309-317.