The hospitality industry has long recognised the need for effective conflict-management. By adopting a theory-informed systematic review approach to analyse 108 journal articles on hospitality conflicts, this study examines the conceptualisations and research trends in conflict and conflict management in the hospitality context. A multi-stakeholder, resource-based conflict-management framework is developed to resolve conflicts within hospitality organisations. Underpinned by stakeholder theory and conservation resource theory, this study highlights the vitality of adopting a multi-stakeholder lens and incorporating the role of individual and organisational resources in determining behavioural outcomes and corresponding strategies to deal with conflict.

中文翻译：

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酒店业冲突管理的系统文献综述：迈向多方利益相关者基于资源的冲突管理框架


酒店业很早就认识到有效冲突管理的必要性。通过采用理论知情的系统评价方法分析了 108 篇关于酒店冲突的期刊文章，本研究考察了酒店背景下冲突和冲突管理的概念化和研究趋势。开发了一个多利益相关者、基于资源的冲突管理框架来解决酒店组织内部的冲突。本研究以利益相关者理论和保护资源理论为基础，强调了采用多利益相关者视角并结合个人和组织资源在决定行为结果和处理冲突的相应策略中的作用的重要性。