Callister R R, Wall J A
Department of Management and Human Resources, Utah State University, Logan 84322, USA.
J Appl Psychol. 2001 Aug;86(4):754-63. doi: 10.1037/0021-9010.86.4.754.
This research examined conflicts that occur across organizational boundaries, specifically between managed care organizations and health care providers. Using boundary spanning theory as a framework, the authors identified 3 factors in the 1st study (30 interviews) that influence this conflict: (a) organizational power, (b) personal status differences of the individuals handling the conflict, and (c) their previous interactions. These factors affected the individuals' behavioral responses or emotions, specifically anger. After developing hypotheses, the authors tested them in a 2nd study using 109 conflict incidents drawn from 9 different managed care organizations. The results revealed that organizational power affects behavioral responses, whereas status differences and previous negative interactions affect emotions.
本研究考察了跨越组织边界时出现的冲突，特别是管理式医疗组织与医疗服务提供者之间的冲突。作者以边界跨越理论为框架，在第一项研究（30次访谈）中确定了影响这种冲突的三个因素：(a) 组织权力，(b) 处理冲突的个人的地位差异，以及 (c) 他们之前的互动。这些因素影响了个体的行为反应或情绪，特别是愤怒。在提出假设后，作者在第二项研究中使用从9个不同的管理式医疗组织收集的109起冲突事件对这些假设进行了检验。结果显示，组织权力影响行为反应，而地位差异和之前的负面互动影响情绪。
