Digitalisation of Dispute Resolution
A Study on the Influence of Culture on Digital Dispute Resolution Practices in Small-Scale Construction Projects in England and the Netherlands.
H.L. Kapper (TU Delft - Civil Engineering & Geosciences)
L.P.I.M. Hombergen – Mentor (TU Delft - Integral Design & Management)
Hans Ramler – Graduation committee member (TU Delft - Integral Design & Management)
P.W.C. Chan – Graduation committee member (TU Delft - Design & Construction Management)
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Abstract
In recent years, there has been a growing interest in the potential of digitalisation to enhance dispute resolution practices in construction projects. Research highlights that the social aspect is an important element in both the successful implementation of dispute resolution methods and the adoption of digital technologies in the construction industry. Culture has the ability to influence this social dimension, shaping behaviours and practices. However, insufficient research has examined the extent to which culture influences the successful implementation of digital technologies in dispute resolution. While most of the existing literature focuses on dispute resolution and digital tools in the context of mega projects, small-scale projects constitute a vital part of the construction industry. Currently, there is a gap in knowledge on how culture influences the successful implementation of digitalisation of dispute resolution in small-scale projects.
The research question that links to this problem is formulated as follows: 'How can culture shape digital dispute resolution practices?'
This thesis discusses an extensive literature review on the concepts of culture and digital dispute resolution, and presents the results of a case study comparing perceptions about digitalised dispute resolution practices in an English and Dutch office fit-out project. Stakeholders within the projects were interviewed for this study, followed by a qualitative content analysis of the interview transcripts to identify cultural issues shaping digital dispute resolution practices. External validation of the analysis took place through an expert panel review. The findings show that culture affects the extend to which digital technologies can be used in dispute resolution and that the cultural position of a project team should be determined to ensure successful implementation of digitalisation to effectively improve dispute resolution practices.