Juliana de Melo Bezerra, Celso Massaki Hirata


Through the participation on collaborative tasks in virtual communities, members can express their divergences during discussions, which characterize conflicts. Conflicts can contribute positively creativity, innovation and quality of decisions. However, if not managed, conflicts can negatively impact community performance and members’ satisfaction. We propose a conflict management process for virtual communities. The process is useful to design new virtual communities because it allows to bring conflict management mechanisms, and also to improve mechanisms of existent virtual communities by correctly addressing the causes and consequences of conflicts.


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Paper Citation

in Harvard Style

de Melo Bezerra J. and Massaki Hirata C. (2011). CONFLICT MANAGEMENT PROCESS FOR VIRTUAL COMMUNITIES . In Proceedings of the 13th International Conference on Enterprise Information Systems - Volume 4: ICEIS, ISBN 978-989-8425-56-0, pages 33-42. DOI: 10.5220/0003453500330042

in Bibtex Style

author={Juliana de Melo Bezerra and Celso Massaki Hirata},
booktitle={Proceedings of the 13th International Conference on Enterprise Information Systems - Volume 4: ICEIS,},

in EndNote Style

JO - Proceedings of the 13th International Conference on Enterprise Information Systems - Volume 4: ICEIS,
SN - 978-989-8425-56-0
AU - de Melo Bezerra J.
AU - Massaki Hirata C.
PY - 2011
SP - 33
EP - 42
DO - 10.5220/0003453500330042