A systematic literature review of conflict management in hospitality : towards a multi-stakeholder resource-based conflict-management framework

Abstract

The hospitality industry has long recognised the need for effective conflict-management. By adopting a theory-informed systematic review approach to analyse 108 journal articles on hospitality conflicts, this study examines the conceptualisations and research trends in conflict and conflict management in the hospitality context. A multi-stakeholder, resource-based conflict-management framework is developed to resolve conflicts within hospitality organisations. Underpinned by stakeholder theory and conservation resource theory, this study highlights the vitality of adopting a multi-stakeholder lens and incorporating the role of individual and organisational resources in determining behavioural outcomes and corresponding strategies to deal with conflict.