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