Abstract
Purpose - This paper presents a theoretical framework for assessing the effects representatives have on their client’s perceptions of justice, outcome and satisfaction, as well as the treatment received by clients from other stakeholders, in workplace dispute resolution processes. Design/methodology/approach - Research propositions are advanced based on constructs and theories drawn from the literature on organizational justice, in particular, as well as social psychology in general.Findings - Propositions: Representatives are hypothesized to have a profound effect on their client’s perceptions of voice, participation and satisfaction as well as on the treatment accorded the client by the other side and third-party neutral. Representation, per se, is heralded as neither a positive nor a negative force in workplace dispute resolution processes. Research limitations/implications - The framework of a representative’s effects is limited by a focus on individual employees who pursue disputes arising out of the employment relationship against management and, therefore, excludes disputes involving groups as well as non-employment related disputes. Practical implications - Suggestions for expanding or contracting the role of representatives in workplace dispute resolution are discussed. Originality/value - Although it is ubiquitous in United States jurisprudence and is a growing presence in alternative dispute resolution, the representative-client dyad has been unexplored. The impact representatives have on the client’s perceptions of justice, and the effects representatives have on other stakeholders in the process, bear scrutiny.
Purpose - This paper presents a theoretical framework for assessing the effects representatives have on their client’s perceptions of justice, outcome and satisfaction, as well as the treatment received by clients from other stakeholders, in workplace dispute resolution processes. Design/methodology/approach - Research propositions are advanced based on constructs and theories drawn from the literature on organizational justice, in particular, as well as social psychology in general.Findings - Propositions: Representatives are hypothesized to have a profound effect on their client’s perceptions of voice, participation and satisfaction as well as on the treatment accorded the client by the other side and third-party neutral. Representation, per se, is heralded as neither a positive nor a negative force in workplace dispute resolution processes. Research limitations/implications - The framework of a representative’s effects is limited by a focus on individual employees who pursue disputes arising out of the employment relationship against management and, therefore, excludes disputes involving groups as well as non-employment related disputes. Practical implications - Suggestions for expanding or contracting the role of representatives in workplace dispute resolution are discussed. Originality/value - Although it is ubiquitous in United States jurisprudence and is a growing presence in alternative dispute resolution, the representative-client dyad has been unexplored. The impact representatives have on the client’s perceptions of justice, and the effects representatives have on other stakeholders in the process, bear scrutiny.
