Added value of professional mediation in electronic conflict resolution processes

Publikations-Art

Buchbeitrag

Autoren

Johannes Gettinger, Alexander Dannenmann, Mareike Schoop

Erscheinungsjahr

2013

Veröffentlicht in

The International Conference on Group Decision and Negotiation

Seite (von - bis)

78-80

Tagungsname

Group Decision and Negotiation 2013 (GDN)

Tagungsort

Stockholm, Sweden

Tagungsdatum

17-21 June 2013

Schlagworte

Entscheidungsprozess, Entscheidungssysteme

Conflicts between dispersed parties are increasingly handled online. Despite the potential of assisted conflict resolution approaches, parties commonly try to resolve conflicts on their own regardless of the complexity and intensity of the conflict. We study the impact of professional mediators interacting with the parties at dispute via an online mediation support system in comparison to traditional online communication on the conflict resolution process. Results of our laboratory experiment indicate that professional mediators equipped with sophisticated support indeed influence substantial aspects of subjective and objective process and outcome dimensions.