Abstract
Individual complaint and grievance arbitration as a means to solve conflicts between individuals and organizations is especially useful as a management tool in situations involving a power difference between conflicting parties, as in employer-employee relationships or in total institutions. To design an instrument for solving individual conflicts in total organizations, influences of organizational structure, organizational climate, and grievance system on the resolution of individual conflicts were examined. The data were subjected to quantitative and qualitative analysis and considered in light of theoretical notions in organizational sociology, sociology of law, and conflict theory.
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