Sticks and stones: Language, face, and online dispute resolution

Jeanne M. Brett; Mara Olekalns; Ray Friedman; Nathan Goates; Cameron Anderson; Gara Cherry Lisco

doi:10.5465/AMJ.2007.24161853

Sticks and stones: Language, face, and online dispute resolution

Jeanne M. Brett^*, Mara Olekalns, Ray Friedman, Nathan Goates, Cameron Anderson, Gara Cherry Lisco

^*Corresponding author for this work

Management and Organizations

Research output: Contribution to journal › Article › peer-review

147 Scopus citations

Abstract

Hypotheses derived from face theory predict that the words people use in online dispute resolution affect the likelihood of settlement. In an event history model, text data from 386 disputes between eBay buyers and sellers indicated a higher likelihood of settlement when face was affirmed by provision of a causal account and a lower likelihood of settlement when face was attacked by expression of negative emotions or making commands. These aspects of language and emotion accounted for settlement likelihood even when we controlled for structural aspects of disputes, such as negative feedback filings and the filer's role as buyer or seller.

Original language	English (US)
Pages (from-to)	85-99
Number of pages	15
Journal	Academy of Management Journal
Volume	50
Issue number	1
DOIs	https://doi.org/10.5465/AMJ.2007.24161853
State	Published - Feb 2007

ASJC Scopus subject areas

Business and International Management
General Business, Management and Accounting
Strategy and Management
Management of Technology and Innovation

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AU - Anderson, Cameron

AU - Lisco, Gara Cherry

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AB - Hypotheses derived from face theory predict that the words people use in online dispute resolution affect the likelihood of settlement. In an event history model, text data from 386 disputes between eBay buyers and sellers indicated a higher likelihood of settlement when face was affirmed by provision of a causal account and a lower likelihood of settlement when face was attacked by expression of negative emotions or making commands. These aspects of language and emotion accounted for settlement likelihood even when we controlled for structural aspects of disputes, such as negative feedback filings and the filer's role as buyer or seller.

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Sticks and stones: Language, face, and online dispute resolution

Abstract

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