Using survey data from 1299 nurses, teachers, and social workers, we found that task conflict was the most common type of conflict but it was unrelated to well-being. 30, 250263. J. Manag. J. Occup. doi: 10.1348/096317907X180441. From the 815 returned questionnaires (response rate = 61.7%) we obtained 798 valid questionnaires. (2005) to measure perceived quality of service through three dimensions: service climate (e.g., Employees in our organization have knowledge of the job and the skills to deliver superior quality work and service,) empathy (e.g., Employees understand specific needs of customers) and excellent job performance (e.g., Employees deliver an excellent service quality that is difficult to find in other similar organizations.) All items were scored on a 7-point rating scale ranging from 1 (completely agree) to 5 (completely disagree). Tjosvold D., Chen N. Y., Huang X., Xu D. (2014). Inter-organizational conflicts: Research overview, challenges, and The existing measures of conflict management at team level lack of validation into Spanish and usually refer either to the conflict management styles the team uses to solve conflicts (e.g., cooperative vs. competitive: Somech et al., 2009; reactive vs. preemptive: Tekleab et al., 2009) or directly to the effective resolution of conflicts (e.g., conflict resolution: Greer et al., 2008) but not to both essential components for effective conflict management in teams: cooperation and effective resolution (Tjosvold, 2008). (symbol: ) in item response theory, a theoretical value that represents a person's capability or probable performance on a task. However, similarity in, Annual Review of Organizational Psychology and, A person's gender is not a reliable predictor of their negotiation behavior or outcomes, because the degree and character of gender dynamics in negotiation vary across situations. On the other hand, task conflict can improve performance when teams have open discussion norms (Jehn and Mannix, 2001) and a climate of psychological safety exists (Bradley et al., 2012). Psychological Capital Intervention (PCI): a replication and extension. 42, 742768. J. Manag. J. Q. The paradox of intragroup conflict: a meta-analysis. Try again later. Organ. 53, 625642. In sum, although these results need caution since our study is not exempt from limitations, this study offers some insights into the interplay of individual resources and group dynamics, suggesting that interventions aimed both at developing individual psychological strengths and at improving group dynamics such as conflict resolution can have a positive impact on employees' well-being and performance, which are considered key indicators of positive and health organizations. Res. Additionally, we propose that the conflict resolution mechanism of the group (i.e., conflict management climate) buffers the positive association between intragroup conflict and burnout (H5: relationship conflict H5a; process conflict H5b; task conflict H5c) as well as the negative association between intragroup conflict and quality of service (H6: relationship conflict H6a and process conflict H6b; whereas conflict management climate enhances the positive association between task intragroup conflict and quality of service: H6c). J. In sum, although these results need caution since our study is not exempt from limitations, this study offers some insights into the interplay of individual resources and group dynamics, suggesting that interventions aimed both at developing individual psychological strengths and at improving group dynamics such as conflict resolution can have a positive impact on employees' well-being and performance, which are considered key indicators of positive and health organizations. Future studies should use validated scales for measuring both conflict resolution and openness to discuss disagreements at team level. The effect of conflict at work on well-being: depressive symptoms as a vulnerability factor. B., Luthans F., Smith R. M., Palmer N. F. (2010). Nathan Hyungsok Choe Department of Educational Psychology, University of Texas, Austin, TX, USA & . Thus, we hypothesize a cross-level main effect in which intragroup conflict is positively associated to burnout (H3: relationship conflict H3a; process conflict H3b; task conflict H3c) and negatively associated to perceived quality of service (H4: relationship conflict H4a; process conflict H4b; whereas task intragroup conflict has a positive relationship with quality of service H4c). To test our hypotheses 1 and 3 that included burnout as an outcome or dependent variable, we employed hierarchical linear modeling (HLM), using the software SPSS. J. Appl. 18, 405423. There is a renewed interest in the value of positively oriented human resource strengths and psychological capacities that allow individuals and organizations to flourish (e.g., Avey et al., 2008; Bakker and Schaufeli, 2008). (2015) have proposed the concept of psychological capital (PsyCap), which is a multidimensional construct consisting of hope (positive subjective appraisals of goal-related capabilities), efficacy (confidence in one's own abilities to successfully perform tasks), resiliency (positive coping and bouncing back from adversity), and optimism (mental attitude to interpret situations and events in a positive way). Bono, J. E., Glomb, T. M., Shen, W., Kim, E., and Koch, A. J. These results are in line with previous research showing that teams discussing their differences openly and constructively can improve decision-making processes and relational bonds, helping teams to resolve their conflicts satisfactorily and therefore being more innovative (Chen et al., 2005; Song et al., 2006), increasing their performance (Alper et al., 2000; Behfar et al., 2008; Tekleab et al., 2009; Somech et al., 2009), and preventing conflict escalation or potential negative cycles of hostilities among members (Greer et al., 2008; Leon-Perez et al., 2015). doi: 10.1037/1065-9293.58.3.129, Greer, L. L., Jehn, K. A., and Mannix, E. A. Karen Jehn. The development and resulting performance impact of positive psychological capital. Building on these rationales and findings, we propose that PsyCap is negatively associated to burnout (H1) and positively associated to perceived quality of service (H2). Previous studies have found a negative association between intragroup conflict and both employees' health and performance, including the quality of service that employees provide. However, the role of job satisfaction plays in the relationship between work-family conflict and anxiety remains relatively . This is in line with previous findings on conflict literature about the negative effects of relationship conflicts within the workplace. Nevertheless, based on previous literature on the association between PsyCap and performance, it seems that people with higher PsyCap will succeed in providing a high quality of service because they will perceive they have necessary skills to perform their tasks (self-efficacy) and being successful (optimism). Can positive employees help positive organizational change? Rev. doi: 10.1111/j.1744-6570.2000.tb00216.x, Arenas, A., Leon-Perez, J. M., Munduate, L., and Medina, F. J. Conservation of resources: a new attempt at conceptualizing stress. This procedure is based on recent recommendations in the literature (Aguinis et al., 2013). JMLP participated in the study design and wrote the first draft. Kori Krueger - Google Scholar doi: 10.2307/3069453, Joseph, D. L., and Newman, D. A. This can also explain why results did not reveal a moderation effect of conflict management climate on the association between relationship conflict and burnout: when conflict is about personal issues is more complex to manage and de-escalate to more productive levels (e.g., Arenas et al., 2015), resulting in impaired well-being. The paradox of intragroup conflict: a meta-analysis. Psychol. Relations 47, 455471. Manage 39, 14901528. According to such typology and considering conflict at group level, recent meta-analyses have highlighted that such types of intragroup conflict have different consequences (see De Dreu and Weingart, 2003; de Wit et al., 2012): while relationship and process conflict have negative relationships with personal and group outcomes (i.e., well-being and performance), task conflict can be productive under certain circumstances depending on how the group conceive conflict and deal with it (i.e., conflict management climate or employees' shared beliefs that disagreement can be discussed and intragroup conflicts are generally managed well and fairly in their unit: Einarsen et al., 2016). 30, 359378. Teams scholars have historically conceptualized and measured intragroup conflict at the team level. Int. However, our results did not support that the existing conflict management climate in the team can enhance the positive association between task intragroup conflict and the quality of service they provide. Manag. Psychological capital: measurement and relationship with performance and satisfaction. This is in line with previous findings on conflict literature about the negative effects of relationship conflicts within the workplace. Psychol. doi: 10.1037/1076-8998.12.2.93, Keywords: psychological capital, workplace conflict, conflict management, well-being, performance, Citation: Leon-Perez JM, Antino M and Leon-Rubio JM (2016) The Role of Psychological Capital and Intragroup Conflict on Employees' Burnout and Quality of Service: A Multilevel Approach. Salanova M., Agut S., Peiro J. M. (2005). When groups experience conflict: intersection among undergraduates The site is secure. Complementarily, Fredrickson (2001) suggests that positive emotions function to broaden and build skills and social capital, likely improving job performance and quality of service in social contexts such as work designs based on collaborative teams. Hum. Read the article The psychological experience of intragroup conflict on R Discovery, your go-to avenue for effective literature search. J. In addition, these psychological resources have been widely reported in the literature as precursors of well-being and happiness (e.g., Lyubomirsky et al., 2005; Wood et al., 2011). On the other hand, as expected, results highlight that although relationship and process conflict can be detrimental to the quality of service that teams provide (de Wit et al., 2012), conflict management climate buffers the negative impact of both relationship and process conflict on such quality of service. Manag. There is a renewed interest in the value of positively oriented human resource strengths and psychological capacities that allow individuals and organizations to flourish (e.g., Avey et al., 2008; Bakker and Schaufeli, 2008).According to this positive approach, Luthans et al. First, besides being a large and multilevel sample, we employed a cross-sectional research design; therefore future research should reply our results employing a longitudinal or cross-lagged research design. Hence, these cognitive schemas will allow them to put the necessary effort to (self-efficacy), redirect their courses of action to (hope), and being persistent to (resilience) successfully providing high-quality of service. 3, 356367. The use, distribution or reproduction in other forums is permitted, provided the original author(s) or licensor are credited and that the original publication in this journal is cited, in accordance with accepted academic practice. Manag. In that sense, Baron et al. However, Hackman (2009) cautioned that this positive approach, when applied to organizational context, has too much emphasis on individual-level interventions and ignores problems in organizations that need attention prior to introducing positive interventions. 15, 421433. The psychology of intergroup conflict: A review of theories and For example, Peterson et al. Passive responses to interpersonal conflict at work amplify employee strain. Relationship conflict was negatively associated with vigor and positively . In sum, this study seeks to contribute to the existing literature by examining the interplay between individuals' strengths and group dynamics in fostering employees' well-being and performance. doi: 10.5465/AMR.2006.20208680, Folkman, S., and Moskowitz, J. T. (2000). Thus, PsyCap can enhance performance because allow employees to experience positive emotions and reduced distress. (2015). For example, relationship and process intragroup conflict can be detrimental to the quality of service that employees provide because it deteriorates the group's affective climate (Gamero et al., 2008) and service climate (Bentez et al., 2012). In Model 2 we added our first level predictor psychological capital. The influence of culture, community, and the nested-self in the stress process: advancing conservation of resources theory. Tekleab A. G., Quigley N. R., Tesluk P. E. (2009). Thus, research on this area focuses on building strengths at work rather than fixing weaknesses both at the individual and organizational level (for a review, see Gilbert and Kelloway, 2014). According to the stress appraisal theory (Lazarus and Folkman, 1984), the stressor-strain relationship is determined by individuals' evaluation of both the situation (primary appraisal: the significance of what is happening for their well-being) and their perception of having available coping resources to manage such situation (secondary appraisal: coping options). San Francisco, CA: Jossey-Bass Publishers. doi: 10.1108/IJCMA-04-2012-0036, Hackman, J. R. (2009). In sum, this study seeks to contribute to the existing literature by examining the interplay between individuals' strengths and group dynamics in fostering employees' well-being and performance. It comprises two mood scales, one measuring positive affect and the other measuring negative affect. B., Avolio B. J., Peterson S. J. Conflict is the disruption caused by differing thoughts, wants, or ideas. HLM results to test main and cross-level effects on burnout (H1, H3). (PDF) Types of intragroup conflict and affective reactions - ResearchGate PHO has its roots in the Human Relations Movement, which (a) proposes that satisfied workers are more productive than others (i.e., the happy-productive worker hypothesis: Wright et al., 2007), and (b) calls for a psychology focusing on building organizations that facilitate employee development and promote quality of life (i.e., positive psychology: Seligman and Csikszentmihalyi, 2000). government site. Bentez, M., Medina, F. J., and Munduate, L. (2012). Behav. (2013). For example, empirical evidence indicates that positive cognitive judgments about ones' capabilities (e.g., self-efficacy beliefs) and cognitive abilities (e.g., emotional intelligence) are crucial regulatory mechanisms for effective performance in a wide range of tasks that require specific social competencies (for a meta-analysis see Stajkovic and Luthans, 1998; Joseph and Newman, 2010; although for contradictory results see also the meta-analysis of Sitzmann and Yeo, 2013). Following the idea that PHO are organizations that both prevent or successfully manage negative environments and group dynamics and foster positive social interactions in order to enhance employees' well-being and performance, we turned our focus to the role of workplace conflict, which is inherent to social interactions at work and constitutes one of the most important sources of stress at workplace. Meta-analysis of the impact of positive psychological capital on employee attitudes, behaviors, and performance. (2010). Among the control variables, we did not find significant effects for sex, age and role within the organization. The psychological experience of intragroup conflict Moreover, we tested the hypothesis that the relationship between these two types of intra-team conflict would be moderated by team members' interaction. The 12 items of this questionnaire (e.g., I feel confident analyzing a long-term problem to find a solution; If I should find myself in a jam at work, I could think of many ways to get out of it) were presented with a 6-point Likert-type scale (1 = completely disagree, 6 = completely agree). Received 2016 Jun 1; Accepted 2016 Oct 25. Complementarily, Fredrickson (2001) suggests that positive emotions function to broaden and build skills and social capital, likely improving job performance and quality of service in social contexts such as work designs based on collaborative teams. Health Psychol. In organizational contexts, according to Hobfoll's (1989, 2001, 2002) Conservation of Resource (COR) theory, several authors have considered PsyCap as cumulative resource gains that increase well-being over time (gain spirals: Avey et al., 2010; Culbertson et al., 2010). doi: 10.1037/a0025787, Cooper, C. L., and Cartwright, S. (1994). This is a particularly encouraging result given the fact that PsyCap can be trained (e.g., Luthans et al., 2010; Dello Russo and Stoykova, 2015), and has therefore the potential to further overcome limitations associated to other potential interventions focusing on cognitive resources such as self-regulation mechanisms, which are considered a limited resource and a weak predictor of performance (for a meta-analysis see Sitzmann and Yeo, 2013). Ding Y., Yang Y., Yang X., Zhang T., Qiu X., Sui H. (2015). (2016). MA conducted the data analysis and wrote the results section. Status Conflict in Groups | Organization Science - PubsOnLine Work Stress 25, 167184. Emotion regulation and intragroup conflict: when more distracted minds prevail, Conservation of resources: a new attempt at conceptualizing stress, The influence of culture, community, and the nested-self in the stress process: advancing conservation of resources theory, Social and psychological resources and adaptation, A qualitative analysis of conflict types and dimensions in organizational groups. Additionally, we propose that the conflict resolution mechanism of the group (i.e., conflict management climate) buffers the positive association between intragroup conflict and burnout (H5: relationship conflict H5a; process conflict H5b; task conflict H5c) as well as the negative association between intragroup conflict and quality of service (H6: relationship conflict H6a and process conflict H6b; whereas conflict management climate enhances the positive association between task intragroup conflict and quality of service: H6c). (PDF) The Role of Psychological Capital and Intragroup Conflict on Participants placed their completed questionnaires in a sealed box to ensure the anonymity of responses. In that sense, Baron et al. Our hypotheses are graphically represented in Figure Figure1.1. Drawing on such theory, PsyCap can help employees to perceive their working demands as challenging instead of potentially harmful (primary appraisal guided by their optimism and hope) as well as their self-efficacy and resilience may lead them to consider that they can effectively cope with such demands at work, experiencing more positive than negative emotions such as anxiety or fear and therefore reducing psychological distress. psychological theories predict that intergroup impressions are mainly shaped by experiences with outgroup individuals ("outgroup focused theories"), while other theories predict that . Work Organ. Psychol. From a psychological perspective, broadly defined, intergroup conflict is the perceived incompatibility of goals or values between two or more individuals, which emerges because these individuals classify themselves as members of different social groups. Thus, future research should examine the role of team processes (e.g., collaboration, competition or openness: DeChurch et al., 2013; team cohesion and identity: Tekleab et al., 2009) in determining the positive or negative effects of task conflict for individual well-being and team performance. doi: 10.1037/1072-5245.13.2.176, Sitzmann, T., and Yeo, G. (2013). Reliability estimated through Cronbach's Alpha was satisfactory ( = 0.85). The theory explains how intergroup hostility can arise as a result of conflicting goals and competition over limited resources as well as offers an explanation for the feelings of prejudice and discrimination toward the outgroup that accompany the . Furthermore, the effect size of such relationship was stronger in the service sector compared to those organizations based in the manufacturing industry, probably because performance in the service sector relies more on social interactions that require emotional norms favoring the expression of positive affect (Avey et al., 2011, p. 146). Bentez M., Medina F. J., Munduate L. (2012). doi: 10.1080/02678370903072555, Tekleab, A. G., Quigley, N. R., and Tesluk, P. E. (2009). Psychol. The joint effects of selection and psychological capital. Thus, developing employees PsyCap may lead them to a positive psychological state of development that is not only positively related to well-being and health-related outcomes (e.g., lower levels of cholesterol: Luthans et al., 2013) but can also prevent distress at work (i.e., reduced burnout). doi: 10.1037/0033-2909.131.6.803, Meier, L. L., Gross, S., Spector, P. E., and Semmer, N. K. (2013). However, recent developments in the field of psychology have led to a shift in the ultimate goal of occupational health research: from reducing negative events at work and their concomitant psychological, physical, and economic costs to facilitate positive experiences that promote health and well-being (e.g., Bono et al., 2013). Social and psychological resources and adaptation. J. Hum. The dynamic nature of conflict: a longitudinal study of intragroup conflict and group performance. A longitudinal study of team conflict, conflict management, cohesion, and team effectiveness, The conflict-positive organization: it depends upon us. Li X., Kan D., Liu L., Shi M., Wang Y., Wu H. (2015). Work Organ. Finally, regarding H6c, there was a non-significant main or interaction effect (Step 1: r = 0.10, p = ns; Step 2: r = 0.16, p = ns), concluding that we found no empirical support for H6c. (2008). In doing so, we try to overcome limitations in previous research that has tended to treat working conditions and group processes as relatively stable characteristics of an environment, often neglecting their dynamic and multilevel nature. Negot. Similarly, Tjosvold (2008) argued that teams need to rely on cooperative management of conflict for their successfully internal functioning, which can have significant benefits for both individuals and organizations, including increased performance as recent follow-up training studies have suggested. Indeed, Keenan and Newton (1985) using an open-ended method found that interpersonal conflict was one of the most frequently reported sources of stress in a sample of young engineers. Organ. Psychol. After obtaining the consent of the company's CEO, data was gathered in a vehicle safety and emissions inspection company in Spain. doi: 10.1080/21711976.2015.1016753, Avey, J. 95, 5478. (2016) found that PsyCap increases well-being through the reduction of perceived stress in a sample of entrepreneurs. doi: 10.1177/0021886307311470, Bakker, A., and Schaufeli, W. B. J. Moreover, the role of PsyCap can go beyond reducing stress at work to increasing the positive experience of work and improving work engagement and performance. Behav. Moreover, Laschinger and Fida (2014) conducted a two-wave survey with Canadian newly graduated nurses and found that nurses' PsyCap was related to both lower initial levels of burnout and lower increases in burnout after their first year of practice. These results are in line with previous research showing that teams discussing their differences openly and constructively can improve decision-making processes and relational bonds, helping teams to resolve their conflicts satisfactorily and therefore being more innovative (Chen et al., 2005; Song et al., 2006), increasing their performance (Alper et al., 2000; Behfar et al., 2008; Tekleab et al., 2009; Somech et al., 2009), and preventing conflict escalation or potential negative cycles of hostilities among members (Greer et al., 2008; Leon-Perez et al., 2015). Most Cited Articles - Research in Organizational Behavior - Elsevier (2010). HLM results to test main and cross-level effects on quality of service (H2, H4). Each item is rated on a 5-point scale ranging from 1 = very slightly or not at all to 5 = extremely to indicate the extent to which the respondent usually feels this way. (2015). Negot. Thus, employees with high PsyCap may deliver a higher quality of service because they experience more positive emotions, are more motivated and may expend more effort to perform well, which is in line with previous findings on the relationship between PsyCap and job performance at individual level (Avey et al., 2011). Best-practice recommendations for estimating cross-level interaction effects using multilevel modeling. Stud. The moderating effect of Conflict Management Climate on the relationship between relationship, process, and task conflict on quality of service. 1 This research has concerned such diverse topics as perceptions of group membership, behavioral consequences of categorizing oneself and others into groups . In doing so, we try to overcome limitations in previous research that has tended to treat working conditions and group processes as relatively stable characteristics of an environment, often neglecting their dynamic and multilevel nature. (2001). 44, 4870. (2013). Int. Organ. Sci. 2022: New Frontiers in Mentorship Research: Communicating Feedback and Advice. Meeting the leadership challenge of employee well-being through relationship PsyCap and Health PsyCap. Relationship and task conflict at work: interactive short-term effects on angry mood and somatic complaints. However, regarding hypothesis H4c, which stated a positive effect of task conflict on the quality of service, we did not found a significant relationship (r = 0.09, p = ns). Stress Manag. The influence of intrateam conflict on work teams' affective climate: a longitudinal study, Positive psychology and the healthy workplace. In a 2015 study published in the European Journal of Social Psychology, researchers Gunnar Lemmer and Ulrich Wagner (Philipps-University Marburg, Germany) examined the effectiveness of intergroup contact at reducing ethnic prejudice. The following articles are merged in Scholar. Emotional intelligence: an integrative meta-analysis and cascading model. This article examines the effects of intra-group conflict in a small co-national group of students taking part in a short-term study abroad program. 97, 360390. Leon-Perez, J. M., Antino, M., and Leon-Rubio, J. M. (in press). However, we did not find any empirical support for H5a, H5b and H5c. The psychology of intergroup conflict: A review of theories and New York, NY: Springer. (2006). Soc. Then, considering the pivotal role of teams in nowadays organizations, we turn to a group level of analysis and emphasize how positive group dynamics, such as the capacity of the team to openly discuss disagreements and constructively manage conflict, can both prevent negative environments and foster positive social interactions in order to enhance employees' well-being and performance. doi: 10.1037/0021-9010.90.6.1217. This research was funded through a research contract (Ref. J. Pers. N = 798 operators nested in 55 units/facilities. Manag. Burnout was measured with the Shirom-Melamed Burnout Measure (SMBM: Shirom and Melamed, 2006) in its Spanish version available from Shirom's personal website (http://www.shirom.org/arie/index.html). This study tries to integrate the traditional approach focusing on preventing resource-depleting (negative) experiences (i.e., intragroup conflict) and the more recent positive approach focusing on facilitating resource-building (positive) experiences (i.e., conflict management climate, psychological capital) in order to improve employees' well-being and performance (i.e., decreased burnout and increased quality of service), which are considered key outcomes for developing positive and healthy organizations (PHO).

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