Sticks and stones: Language, face, and online dispute resolution

• 成果类型: Article
• 署名作者: Brett, Jeanne M.; Olekalns, Mara; Friedman, Ray; Goates, Nathan; Anderson, Cameron; Lisco, Cara Cherry
• 署名单位: Northwestern University; University of Melbourne; Vanderbilt University; Pennsylvania State System of Higher Education (PASSHE); Shippensburg University of Pennsylvania; University of California System; University of California Berkeley
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• 发表日期: 2007
• 页码: 85-99
• 关键词: positive affect; JUSTICE; anger; COMMUNICATION; Mediation; CONFLICT; BEHAVIOR; models; time

摘要

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.