Integration Mode of Conflict Resolution

What it measures

Measures the extent to which conflicts arising within a new product development project are managed through an integrative approach — generating novel solutions that satisfy the underlying needs of the conflicting parties rather than resolving disputes through compromise or domination. The integration mode of conflict resolution fosters novelty in the customer knowledge development process by harnessing the creative potential of cross-functional teams while containing their destructive conflict potential. Items are administered with respect to a specific recent NPD project in which the respondent participated.

Representative items

• In this project, conflicts were resolved by developing creative solutions that meet the underlying needs of the parties.
• In this project, conflicts were resolved by addressing their root causes.
• In this project, the resolution of conflicts left both parties with increased knowledge and understanding of the total system and of their role in this system.

Citation

Joshi, A. W., & Sharma, S. (2004). Customer knowledge development: Antecedents and impact on new product performance. Journal of Marketing, 68(4), 47–59.