PERAN NEGOSIASI DALAM PENYELESAIAN KONFLIK PADA KASUS RESTO BIBI KELINCI ANTARA NABILA O’BRIEN DAN PELANGGAN DI RUANG PUBLIK DIGITAL

Abstrak

This research discusses the negotiation process between Nabila O'Brien and customers in the digital space which developed from a restaurant service conflict to becoming a public conversation on social media. This research aims to examine the chronology of the conflict, the dynamics of the negotiation process, and the final results of the negotiations that occurred between the two parties from an integrative negotiation perspective. The research uses a qualitative approach with content analysis methods. Data was obtained through social media uploads, online news, digital documentation, as well as statements from parties involved in the case. The analysis is carried out by interpreting the content of communication, forms of interaction, and negotiation stages that arise during conflicts in the digital space and in the legal process. The research results show that the conflict started with customer dissatisfaction with restaurant service, then developed due to the spread of CCTV footage and public opinion on social media. Negotiation dynamics occur through submitting demands, submitting counter-reports, lobbying processes, and mediation facilitated by the police through a restorative justice approach. The integrative negotiation perspective shows that both parties ultimately try to find a mutually acceptable solution to avoid greater losses, both legal and social. This research concludes that conflict resolution through integrative negotiations results in a win-win solution because both parties obtain a solution without extending the conflict to the trial stage.