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Publication
Employees’ conflict management in the hospitality industry: an empirical study on the importance of sociodemographic variables
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Advisor(s)
Abstract(s)
This research focuses on the analysis of conflict management styles from a constructive
perspective. Its main objective is to identify and reflect on the styles of conflict management
in the hospitality industry in Portugal. The specific objective is to analyze the relationship
between conflict management styles and sociodemographic variables among employees in
Portuguese hotel units. The sample consists of 798 employees, mainly male, between 30 and
34 years old, with secondary school education, who are mostly operating staff or
undifferentiated employees, and with middle levels of seniority in the organization. The
results suggest that employees use different strategies to manage organizational conflicts,
with an emphasis on compromising and integrating styles. At the same time, conflict
management styles are differently determined by certain sociodemographic variables of the
employees. This research helps in the design and implementation of constructive conflict
management strategies for managers, which contribute to the formulation of management
systems focused on behaviors and attitudes of professionals in the context of the hotel sector.
Description
Keywords
Conflict management styles Sociodemographic variables Hotel industry
Citation
Cordeiro, J.P. & Pitacho, L. (2023). Employees’ conflict management in the hospitality industry: An empirical study on the importance of sociodemographic variables. Investigaciones Turísticas, 26, 134-161.