Title: Online Dispute Resolution services for electronic markets: a user centric research agenda

Authors: Ofir Turel, Yufei Yuan

Addresses: College of Business and Economics, California State University, P.O. Box 6848, Fullerton, California 92834-6848, USA. ' DeGroote School of Business, McMaster University, Hamilton, Ontario, Canada

Abstract: The influx of e-marketplace disputes, and the decaying aptitude of court litigation to deal with these disagreements, drives the need for an Alternative Dispute Resolution (ADR) means. Thus, it is essential to conceptualise such mechanisms, and provide guidelines for their investigation. To this end, this paper: presents the concept of Online Dispute Resolution (ODR) services; outlines a user-centric agenda for future research in this domain. This agenda breaks this important research endeavour into manageable areas of systematic exploration, and paves the way for a better understanding of user interaction with ODR services.

Keywords: online dispute resolution; ODR; e-negotiation; negotiation support systems; NSS; electronic business; electronic markets; online consumer behaviour; e-business; e-marketplace disputes.

DOI: 10.1504/IJEB.2007.016473

International Journal of Electronic Business, 2007 Vol.5 No.6, pp.590 - 603

Published online: 30 Dec 2007 *

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