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Project claim performance is often poor with negative consequences for project-based organizations (PBOs). Conflict and emotion are reported to impact organizational claim performance outcomes, yet remains unexplored. This study investigates the multiple intelligence (MI) context from the viewpoint of the claim management office (CMO), with the intent of identifying pathways to improving the emotion-based claim performance of PBOs.

The study utilizes an autoethnographic case study involving a PBO-based general contractor (GC). Multiple intelligence theory (MIT) is applied as the theoretical lens. Method of framework analysis is used in analyzing the data, with reference to claim management office (RFCMO) theory as a main source in making “analytic generalization”.

Multifaceted complexities of MIs are identified, including ambidexterity, actions and relations, stress and conflict, cultural differences and universals, meta-strategic thinking and team diversity. The holistic emotion-based strategies model identifies how PBOs can improve claim performance, specifically by adopting theories confection remedy and controlling emotion outcomes strategies in a closed-loop process. Further, the coherent emotions governance (CEG) framework enables CMOs' to upgrade maturity levels, by integrating the strategies, general and specific measures for improving emotion-based organizational claim performance.

This is a pioneering study in unveiling the complexities of organizational emotions engagement and the application of confection remedy, specifically in a project management context. The antecedents of RFCMO theory are here enriched with MIT and the pool of the supporting people-centered theories, augmented by an autoethnographic case study, in which the linkage between emotion and conflict complexity is laid bare. Further, this study identifies how conflicts in construction industry can be mitigated by way of a discrete three-category theories confection remedy.