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Universal standards for the concept of trust in online dispute resolution systems in e-commerce disputes

journal contribution
posted on 2019-01-01, 00:00 authored by Fahimeh Abedi, John Zeleznikow, Emilia BellucciEmilia Bellucci
The need for an appropriate jurisdiction for electronic commerce disputes has led to the well-established mechanism for solving disputes through the internet known as the Online Dispute Resolution (ODR). Currently, there is no universal agreement about the concept of trust in ODR systems, although this issue has been widely discussed in the field of Alternative Dispute Resolution (ADR). The current study aimed to develop a set of standards to enhance trust and confidence in using ODR systems. In this study, we have adopted a new approach in the ODR field, and no similar research has been conducted. This study used a quantitative (online survey) and mainly qualitative approach (interview) for gathering data. After analysing data, this research identified three elements as standards to measure trust in ODR systems including knowledge, expectations of fairness and code of ethics. Finally, our findings provide several practical and methodological implications.

History

Journal

International Journal of Law and Information Technology

Volume

27

Season

Autumn

Pagination

209-237

Location

Oxford, Eng.

ISSN

0967-0769

eISSN

1464-3693

Language

eng

Publication classification

C1 Refereed article in a scholarly journal, C Journal article

Issue

3

Publisher

Oxford University Press