The strategic role of trust for conflict management in the human resource environment of tourism enterprises

Purpose Conflict is an inherent part of modern organizations, particularly within the tourism sector, where human-centered interactions are essential. This paper explores the dynamic relationship between conflict management strategies and employee trust in tourism organizations, with a focus on Human Resource Management (HRM). The aim is to analyze various conflict management techniques, such as concession, compromise, coercion, problem-solving and avoidance, and to evaluate their impact on employee trust. From an HRM perspective, the study seeks to understand how these techniques influence the level of trust employees have in their organization and how trust variability is affected by different conflict resolution approaches. By adopting a strategic approach, the paper demonstrates the way effective conflict management, aligned with HRM practices, can not only resolve disputes but also foster stronger organizational trust and cohesion. Based on detailed data analysis of employees in the tourism sector who have experienced workplace conflicts, this study underscores the critical role of conflict resolution in fostering a trusting and productive work environment–an essential condition for the long-term success of tourism organizations. Design/methodology/approach This study adopts a quantitative research design, drawing on survey data collected from employees in the tourism sector. A structured questionnaire was distributed to analyze the impact of five conflict management techniques–concession, compromise, coercion, problem-solving and avoidance – on employee trust levels. Regression analysis was conducted to identify statistically significant relationships. Findings The results indicate that problem-solving techniques enhance trust significantly, while avoidance techniques negatively affect trust levels. The findings suggest that organizations prioritizing collaborative conflict resolution cultivate a more engaged and trusting workforce. Research limitations/implications Due to the cross-sectional nature of the study, causality cannot be firmly established. Future research should consider longitudinal data to explore trust dynamics over time. Additionally, industry-specific factors might influence the effectiveness of certain conflict resolution strategies. Originality/value This study contributes to the academic discussion on trust and conflict management in tourism organizations by providing empirical evidence of how specific techniques influence workplace relationships. The insights are valuable for human resource practitioners aiming to foster a trust-driven organizational culture.