Digital Conflicts in Service

Abstract

Conflict is inevitable in any environment where people interact. Conflict, which is a natural consequence of social interaction, is also a fact of organizational life. The acceptance of the reality of conflict has replaced the efforts of organizations to eliminate conflict with living with it over time and making the conflict work in favor of the organization. Conflicts that arise in the service sector are usually caused by organizational culture such as organizational structure, organizational justice, and organizational tolerance. Cultural differences of those working in the organization also cause conflict. In addition, these conflicts commonly occur in the form of work–family conflict or family–work conflict of employees in the organization. The pandemic process has brought the conflict in the service sector to a different dimension. This process is seen as an opportunity that facilitates the rapid adaptation of enterprises in the service sector to digital transformation and technological developments. The increasing trends of digitalization in the service sector are seen as a solution method in conflict-affected communities. With this chapter, it was concluded that digitalization, which gained momentum with the work-from-home system that entered business life due to the COVID-19 pandemic will be an important part of the business culture after the pandemic.

Citation

Topcu, B.A. and Sarigül, S.S. (2022), "Digital Conflicts in Service", Özsungur, F. (Ed.) Conflict Management in Digital Business, Emerald Publishing Limited, Leeds, pp. 63-84. https://doi.org/10.1108/978-1-80262-773-220221005