Disputesettlement.edited.edited x
Running Head: DISPUTE SETTLEMENT 1
DISPUTE SETTLEMENT 4
Dispute settlement
Student’s name
Institutional affiliation
The case dispute in chapter 2 involves Apple Company American international corporation that deals with electronic goods and services. The dispute occurred in April 2013 when Apple Company failed to address unfair warranties in China. Apple Company gave a warrant of one year to most products it had sold in China instead of two-year warranties required by international law. Apple Company became reluctant to address the challenge, which forced many clients from China, including celebrities, to address the matter to the general public (Rhodes & Bhawuk, 2018). The fact that Apple Company had destroyed its reputation in the Chinese market made a proactive and aggressive measure to engage in a dispute negotiation instead of engaging in a court proceeding.
The Apple CEO Timothy D became the mediator between the company and the Chinese clients. The CEO apologized to the Chinese clients for failure to react to challenges since miscommunication led to the perception that Apple was arrogant and not concerned about their clients’ challenges. Apologies are part of the dispute settlement method since it is a sign that one side has admitted liability of the case and is ready to develop strategies to rectify the cause of the dispute and continue with the mutual relationship enjoyed earlier by the parties before the conflict. The mediation was successful since Chinese customers and celebrities were convinced to stop the movements
based on the analysis.
The mediator used the steps that he agreed that there was a mistake of warrant in giving iPhone in China. The mediator also apologized for the miscommunication between the clients and the Apple Company, which led to the perception that Apple Company was arrogant and did not pay attention to the customers’ outcries. If I was the mediator, I could have made the apologies in the presence of a sample of customers and the senior government officials from China to safeguard the trust and reputation of the organization.
References
Rhodes, E., & Bhawuk, D. P. S. (2018, July). Toward a Theory of Organizational Apology: Evidence from the United States and China. Academy of Management Proceedings.
