CONFLICT MANAGEMENT PROCESS FOR VIRTUAL COMMUNITIES

Juliana de Melo Bezerra, Celso Massaki Hirata

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.

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Paper 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