Despite significant recent research attention to service failures and service recovery, few efforts investigate preemptive strategies as a means to avoid service failures. Drawing on equity theory, we introduce the concept of conflict handling, which refers to a service firm’s capability to anticipate and equitably resolve conflicts in service interactions. In a survey of two service contexts i...

Thirty married couples interacted in a low-conflict situation and a high-conflict situation during which continuous physiological measures were obtained. Each spouse returned separately for a second session in which they watched the videotape of the interaction and provided a continuous self-report rating of their own affect while the same physiological measures were again obtained. Observers c...

The aim of this research was to determine the salience of work and family roles and to study the connection between role salience and the interference of different types of roles among working men and women. Self-assessment measurement scales were applied. The research involved 206 participants; 103 employed married couples from different regions of Croatia. The results show that roles closely ...

The paper contributes a novel conflict resolution approach in multiagent systems. The approach proposes methods namely conflict avoidance, conflict prevention and conflict detection, for handling conflicts in any generic interaction protocol in multiagent systems. The proposed approach is comprehensive as it considers avoidance, prevention, detection and resolution of conflict and presents a co...