Employee perceptions of workplace conflicts in the Bulgarian service sector

The journal uses continuous publication model. Current issue is in progress.

Published Online: Dec 17, 2025

Employee perceptions of workplace conflicts in the Bulgarian service sector

Published Online: Dec 17, 2025

Ivanka MIHAYLOVA

Email: ivanka_mihaylova@feb.uni-sofia.bg
Sofia University "St. Kliment Ohridski", Sofia, Bulgaria

Bozhidar NEDEV

Email: bozhidar.nedev@feb.uni-sofia.bg
Sofia University "St. Kliment Ohridski", Sofia, Bulgaria

Views: 505

Downloads: 13

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Abstract:

Interpersonal exchange within organizations, especially in the service sector, could result in conflicts among co-workers. On the one hand tensions might foster innovation, but on the other hand they might harm employees` well-being and organizational performance. Thus, conflict management is crucial in organizations. Sectors as healthcare, public administration, and other industries in Bulgaria are primarily studied in the field of conflict resolution practices, while the service sector remains scarcely examined. Objectives: The main purpose of the paper is to examine employees’ perceptions of the incidence of workplace conflict, conflict resolution, satisfaction with conflict resolution, and self-efficacy in conflict resolution within Bulgarian service sector. Methods/Approach: Data were collected from 372 employees from service sector organizations in Bulgaria using an online questionnaire. The statistical methods used include descriptive statistics, one-sample t-test, independent samples t-test, chi-square test of independence, and Spearman’s Rho correlation analysis. Results: The findings reveal that conflicts are relatively uncommon in the service sector, with employees generally perceiving resolution processes as effective, expressing high satisfaction with the resolution, and reporting strong self-efficacy in managing workplace disputes. Demographic and organizational factors show minimal influence, with gender displaying small statistically significant relationships with conflict incidence, satisfaction with conflict resolution, and self-efficacy in conflict resolution. Organizational characteristics such as size and location demonstrate weаk association with some perceptions. Correlation analysis indicates that higher conflict incidence is associated with lower satisfaction, resolution effectiveness, and self-efficacy, and that resolution effectiveness, satisfaction, and self-efficacy are strongly positively related. Conclusions: The paper provides original findings on the frequency of conflict, resolution effectiveness, satisfaction with conflict resolution, and self-efficacy related to workplace conflicts in Bulgarian service sector organizations, as well as the influence of demographic and organizational factors on them.

Keywords:

workplace conflicts, conflict resolution, satisfaction, self-efficacy, service sector

Pages:

125-143

JEL Classification:

D74, L80, M12, M14

DOI:

https://doi.org/10.46656/access.2026.7.1(7)

How to cite:

Mihaylova, I., Nedev, B. (2026). Employee perceptions of workplace conflicts in the Bulgarian service sector. Access to science, business, innovation in the digital economy, ACCESS Press, 7(1), 125-143, https://doi.org/10.46656/access.2026.7.1(7)

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Employee perceptions of workplace conflicts in the Bulgarian service sector

Ivanka MIHAYLOVA

Bozhidar NEDEV

Views: 505

Downloads: 13

Abstract:

Keywords:

Pages:

JEL Classification:

DOI:

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