Mirzaee, A M and Martek, I (2026) Utilizing multiple intelligences as a means to improving claim performance outcomes in project-based organizations. Engineering, Construction and Architectural Management, 33(1), pp. 532-551. ISSN 0969-9988
Abstract
Purpose – Project claim performance is often poor with negative consequences for project-based organizations (PBOs). Conflict and emotion are reported to impact organizational claim performance outcomes, yet remains unexplored. This study investigates the multiple intelligence (MI) context from the viewpoint of the claim management office (CMO), with the intent of identifying pathways to improving the emotion-based claim performance of PBOs. Design/methodology/approach – The study utilizes an autoethnographic case study involving a PBO-based general contractor (GC). Multiple intelligence theory (MIT) is applied as the theoretical lens. Method of framework analysis is used in analyzing the data, with reference to claim management office (RFCMO) theory as a main source in making "analytic generalization". Findings – Multifaceted complexities of MIs are identified, including ambidexterity, actions and relations, stress and conflict, cultural differences and universals, meta-strategic thinking and team diversity. The holistic emotion-based strategies model identifies how PBOs can improve claim performance, specifically by adopting theories confection remedy and controlling emotion outcomes strategies in a closed-loop process. Further, the coherent emotions governance (CEG) framework enables CMOs' to upgrade maturity levels, by integrating the strategies, general and specific measures for improving emotion-based organizational claim performance. Originality/value – This is a pioneering study in unveiling the complexities of organizational emotions engagement and the application of confection remedy, specifically in a project management context. The antecedents of RFCMO theory are here enriched with MIT and the pool of the supporting people-centered theories, augmented by an autoethnographic case study, in which the linkage between emotion and conflict complexity is laid bare. Further, this study identifies how conflicts in construction industry can be mitigated by way of a discrete three-category theories confection remedy.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | claim management office; claim performance; conflict resolution; emotional engagement; hot intelligences; multiple intelligence theory |
| Index terms: | conflict resolution, linkage, case study, performance outcome, maturity level, governance, project management, construction industry, claim management, project-based organization, general contractor, strategy, cultural difference, framework analysis, ambidexterity, complexity, methodology |
| Subjects: | research methods, evaluation, cross-cultural studies, organization, strategic management, practitioner, management, project management theory and practice, contractual condition, conflict resolution, systems engineering, industry analysis, business, data collection methods, value management, data analysis and analytics |
| Topics: | Project Management, Engineering Principles, International Construction, Contract Administration, Organizational Design, Business Strategy, Research Practice, Roles and Professions, Stakeholder Management, Governance |
| Descriptive scope: | 4 PCTE |
N.B. Descriptive scope is a count of how many of the five facets of empirical research are indicated by the words used in title, abstract and keywords. It is not intended as a judgement on the research; merely a count of the kind of word we would expect to indicate Phenomenon, Concepts, Theoretical framing, Empirical techniques, Analytical techniques. If all five are present, then a code of “5 PCTEA” will indicate this. If you feel the coding for this record is questionable, we welcome discussion around the terms we matched or the way we categorized them. The facet you would expect may not be coded, or a facet may be coded inappropriately. This can also bear on a larger question, of which facets should be treated as defining in construction management research. Please get in touch, and we will look at it. More details here