Tortoise Or Hare? a Study of the Speed to Resolution in On-Line Disputes
34 Pages Posted: 10 Oct 2004
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: Suggested Citation