Sticks and Stones: Language, Face, and Online Dispute Resolution

Academy of Management Journal, 2007, Vol. 50, No. 1, 85-99

16 Pages Posted: 5 Jun 2012

See all articles by Jeanne M. Brett

Jeanne M. Brett

Northwestern University - Kellogg School of Management

Mara Olekalns

University of Melbourne - Melbourne Business School

Ray Friedman

Vanderbilt University - Organizational Behavior

Nathan Goates

Independent

Cameron Anderson

University of California, Berkeley - Organizational Behavior & Industrial Relations Group; University of California, Berkeley

Cara Cherry Lisco

Square Trade

Date Written: June 4, 2012

Abstract

Hypotheses derived from face theory predict that the words people use in online dispute resolution affect the likelihood of settlement. In an event history model, text data from 386 disputes between eBay buyers and sellers indicated a higher likelihood of settlement when face was affirmed by provision of a causal account and a lower likelihood of settlement when face was attacked by expression of negative emotions or making commands. These aspects of language and emotion accounted for settlement likelihood even when we controlled for structural aspects of disputes, such as negative feedback filings and the filer’s role as buyer or seller.

Suggested Citation

Brett, Jeanne M. and Olekalns, Mara and Friedman, Raymond A. and Goates, Nathan and Anderson, Cameron P. and Lisco, Cara Cherry, Sticks and Stones: Language, Face, and Online Dispute Resolution (June 4, 2012). Academy of Management Journal, 2007, Vol. 50, No. 1, 85-99. Available at SSRN: https://ssrn.com/abstract=2076777

Jeanne M. Brett

Northwestern University - Kellogg School of Management ( email )

2001 Sheridan Road
Evanston, IL 60208
United States
847-491-8075 (Phone)
847-491-8896 (Fax)

Mara Olekalns

University of Melbourne - Melbourne Business School ( email )

200 Leicester Street
Carlton, Victoria 3053 3186
Australia
+61 3 9349 8146 (Phone)
+61 3 9349 8133 (Fax)

Raymond A. Friedman (Contact Author)

Vanderbilt University - Organizational Behavior ( email )

401 21st Avenue South
Nashville, TN 37203
United States
615-322-3992 (Phone)
615-343-7177 (Fax)

HOME PAGE: http://mba.vanderbilt.edu/faculty/rfriedman.cfm

Nathan Goates

Independent

No Address Available

Cameron P. Anderson

University of California, Berkeley - Organizational Behavior & Industrial Relations Group ( email )

University of California, Berkeley ( email )

310 Barrows Hall
Berkeley, CA 94720
United States

Cara Cherry Lisco

Square Trade ( email )

50 First Street, Suite 600
San Francisco, CA 94105
United States

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