Online Dispute Resolution services for electronic markets: a user centric research agenda
by Ofir Turel, Yufei Yuan
International Journal of Electronic Business (IJEB), Vol. 5, No. 6, 2007

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.

Online publication date: Sun, 30-Dec-2007

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