CONFLICT MANAGEMENT PROCESS FOR VIRTUAL COMMUNITIES
Juliana de Melo Bezerra, Celso Massaki Hirata
2011
Abstract
Through the participation on collaborative tasks in virtual communities, members can express their divergences during discussions, which characterize conflicts. Conflicts can contribute positively creativity, innovation and quality of decisions. However, if not managed, conflicts can negatively impact community performance and members’ satisfaction. We propose a conflict management process for virtual communities. The process is useful to design new virtual communities because it allows to bring conflict management mechanisms, and also to improve mechanisms of existent virtual communities by correctly addressing the causes and consequences of conflicts.
DownloadPaper Citation
in Harvard Style
de Melo Bezerra J. and Massaki Hirata C. (2011). CONFLICT MANAGEMENT PROCESS FOR VIRTUAL COMMUNITIES . In Proceedings of the 13th International Conference on Enterprise Information Systems - Volume 4: ICEIS, ISBN 978-989-8425-56-0, pages 33-42. DOI: 10.5220/0003453500330042
in Bibtex Style
@conference{iceis11,
author={Juliana de Melo Bezerra and Celso Massaki Hirata},
title={CONFLICT MANAGEMENT PROCESS FOR VIRTUAL COMMUNITIES},
booktitle={Proceedings of the 13th International Conference on Enterprise Information Systems - Volume 4: ICEIS,},
year={2011},
pages={33-42},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0003453500330042},
isbn={978-989-8425-56-0},
}
in EndNote Style
TY - CONF
JO - Proceedings of the 13th International Conference on Enterprise Information Systems - Volume 4: ICEIS,
TI - CONFLICT MANAGEMENT PROCESS FOR VIRTUAL COMMUNITIES
SN - 978-989-8425-56-0
AU - de Melo Bezerra J.
AU - Massaki Hirata C.
PY - 2011
SP - 33
EP - 42
DO - 10.5220/0003453500330042