Rr. Callister et Ja. Wall, Conflict across organizational boundaries: Managed care organizations versus health care providers, J APPL PSYC, 86(4), 2001, pp. 754-763
This research examined conflicts that occur across organizational boundarie
s, specifically between managed care organizations and health care provider
s. 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 ha
ndling the conflict. and (c) their previous interactions. These factors aff
ected 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 emot
ions.