Conflicts management styles, commitment and organizational citizenship: An empirical study in a Portuguese higher education institution

The aim of this research is to analyze the relationship between conflict management, commitment, and organizational citizenship in an educational context. A case study was carried out by applying a survey to non-teaching professionals from a higher education institution ( HEI). The data were analyzed using the structural equation modeling technique. The results indicate that the use of different conflict management styles gives rise to different types of organizational commitment, which respond different organizational citizenship behaviors. This study contributes to the formulation of conflict management, commitment, and organizational citizenship strategies by those responsible for these educational institutions, based on a relational and reflective approach, supporting the design of management systems and practices sustained by organizational behavioral.