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Conflict Resolution Processes for Successful Leisure Service Delivery

Sandra L. Little, Patricia Farrell

Abstract


Conflict and conflict resolution theory were studied as a part of leisure service delivery by analyzing decision-making behaviors of board members and managers for a community leisure service organization. A case study that examined intergroup conflict resolution processes for a seventeen year period found that both cooperative and competitive behaviors were part of the resolution process. Over time, cooperative actions were found to be those most critical to the success of service delivery, while competitive actions served as catalysts for change. These findings, which were observed in a natural setting, supported previously reported field experiments and conditions necessary for resolution. Unique to the study was confirmation based upon naturalistic inquiry, determination of relationships between cooperative and competitive behaviors, and examination of intergroup conflict processes in a leisure service delivery system. Results indicated that strategies for conflict resolution were important to the achievement of organizational. goals. Strategies were found to be related to internal policy development and conscious efforts to keep external groups informed.?

Keywords


Intergroup conflict, conflictresolution, conflictmanagement, case study, problem solving, decision making, leisure service delivery system.

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