Is there a relationship between construction conflicts and participants' satisfaction?

Abstract

Purpose

Construction conflict should not be simply defined as a functional or dysfunctional element in the management process. The second generation conflict management investigates the effect of various conflict types and conflict resolution strategies to project outcomes in detail. The paper aims at investigating the complicated construction conflict management within the goal setting process in construction projects.

Design/methodology/approach

In order to collect the generalized data from the construction professionals in the industry, a questionnaire survey was considered suitable for establishing the component elements of research variables. Samples were randomly selected from membership records of various professional institutions in Hong Kong with direct experience in the project management processes involving the client, project manager and other project team members, and they must have experience in a (perceived) successful project. A total of 75 questionnaires were fully completed and returned finally.

Findings

The findings in the questionnaire survey indicate that moderate level of conflict can improve satisfaction until a certain point whereby the satisfaction diminishes as conflict escalates. To yield an optimum level of satisfaction, conflicts have to be stimulated in the goal setting process and solved among the project participants by adopting the integrated style, neutral attitudes towards emotional‐rational dimension and task‐relationship dimension of conflict.

Research limitations

This study cannot definitively state the causal direction of the hypothesized relationships. Further research such as case studies and qualitative data analyses are recommended in order to investigate these causal relationships as is relevant to construction projects.

Practical implications

Integration is the most appropriate method for solving construction problems, as it concerns both self and others in the management process. Project participants have to balance their conflict resolution approach between the task and relationship and their subjective emotion with objective rational system for solving conflicts when using integration style.

Originality/value

The study shows that both conflict and conflict resolution in the goal setting process are essential components influencing the final outcome (satisfaction) and that solving conflict using the integration style would mean arriving at the best value (goal) in the decision process as well as improving the level of participant satisfaction

Citation

Leung, M., Liu, A.M.M. and Ng, S.T. (2005), "Is there a relationship between construction conflicts and participants' satisfaction?", Engineering, Construction and Architectural Management, Vol. 12 No. 2, pp. 149-167. https://doi.org/10.1108/09699980510584494