Tortoise Or Hare? a Study of the Speed to Resolution in On-Line Disputes

34 Pages Posted: 10 Oct 2004

See all articles by Jeanne M. Brett

Jeanne M. Brett

Northwestern University - Kellogg School of Management

Mara Olekalns

University of Melbourne - Melbourne Business School

Nathan Goates

Independent

Ray Friedman

Vanderbilt University - Organizational Behavior

Cara Cherry Lisco

Square Trade

Abstract

This study models the time it takes to resolve a dispute in an on-line setting. It uses Cox regression and 582 eBay-generated disputes to test hypotheses derived from the social functionalist theory of emotions (Morris & Keltner, 2000). The data show that the opening communications between filer and respondent frame the dispute for either rapid or delayed resolution. The results provide evidence for the social functionalist theoretical view as well as rather surprising insights with immediate applicability to disputants and the third party practitioners who wish to help them resolve their disputes by identifying what elements of opening moves accelerate or delay resolution.

Keywords: dispute resolution, online, emotion, mediation, face

JEL Classification: D74, J52

Suggested Citation

Brett, Jeanne M. and Olekalns, Mara and Goates, Nathan and Friedman, Raymond A. and Lisco, Cara Cherry, Tortoise Or Hare? a Study of the Speed to Resolution in On-Line Disputes. IACM 17th Annual Conference Paper. Available at SSRN: https://ssrn.com/abstract=602021 or http://dx.doi.org/10.2139/ssrn.602021

Jeanne M. Brett (Contact Author)

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)

Nathan Goates

Independent

No Address Available

Raymond A. Friedman

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

Cara Cherry Lisco

Square Trade ( email )

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

Register to save articles to
your library

Register

Paper statistics

Downloads
265
Abstract Views
3,475
rank
115,105
PlumX Metrics