CONFLICT MANAGEMENT PROCESS FOR VIRTUAL COMMUNITIES

摘要：

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.

关键词： Conflict Virtual community Conflict management process

作者: Juliana de Melo Bezerra Celso Massaki Hirata

作者单位: Computer Science Department,Instituto Tecnológico de Aeronautica,S.J.Campos,Brazil

会议类型: 国际会议

会议名称: 13th International Conference on Enterprise Information System(第13届企业信息系统国际会议 ICEIS 2011)

会议地点: 北京

会议语种:英文

页码: 642-651

在线出版日期: 2011-06-08（万方平台首次上网日期，不代表论文的发表时间）