The relationship between conflict, anticipatory procedural justice, and design with intentions to use ombudsman processes

Purpose – The purpose of this study is to explore the role of anticipatory procedural justice, seriousness/type of conflict, and design of ombudsman processes with intentions to use ombudsman processes to resolve disputes.Design/methodology/approach – The study was a 3 (type of conflict with three scenarios nested in each type)×3 (design of ombuds system). Subjects read scenarios and filled out Likert type survey items related to seriousness of conflict, anticipatory procedural justice, and intentions to use ombuds processes.Findings – Perceived seriousness and anticipatory procedural justice were significantly related to intention to use ombuds process, but design of ombuds process was not.Research limitations/implications – This study was limited to scenarios of academic conflict. Research should be extended to experienced conflicts and conflicts in other contexts.Practical implications – Potential users of ombuds processes are more concerned with principles of fairness and justice than the specific ele...