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Online Dispute Resolution Services: Justice, Concepts and Challenges

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Book cover Handbook of Group Decision and Negotiation

Part of the book series: Advances in Group Decision and Negotiation ((AGDN,volume 4))

Abstract

Online Dispute Resolution (ODR) services are e-justice service conduits that utilize Electronic Negotiation Systems (see the chapter by Kersten and Lai, this volume). They are a key mechanism that may provide a viable solution to the flood of e-disputes. Justice is important in negotiation processes (see the chapter by Albin and Druckman, this volume).It is therefore suggested that ODR services are a viable means to serve justice on the web.In this chapter we describe the state of e-justice and introduce the need for online dispute resolution services. We then present the concept of ODR, its different forms, and its association with Negotiation Support Systems. To this end we portray a classification of ODR services, give examples of different types of services, and specifically discuss one of the promising types, namely Principle-Based Dispute Resolution Services. The chapter concludes with an overview of the challenges associated with the introduction of ODR services, and specifically with their adoption by users; an issue that is echoed in several other chapters as well (see chapters by Etezadi, and Kersten and Lai, this volume)

Jim played the tuba as a senior in high school, more than three decades ago. When he decided to resume his old hobby, he searched eBay to find an instrument. He bid $510 on a tuba and won – only to find out that it was actually a baritone: a smaller, related instrument with a different tonal range

– Cara Cherry Lisco, Vice President, Dispute Resolution Services, SquareTrade, describes a typical online dispute, January 2005

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Notes

  1. 1.

    http://www.ebay.com/

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Authors and Affiliations

  1. California State University, Fullerton, CA, USA

    Ofir Turel

  2. McMaster University, Hamilton, ON, Canada

    Yufei Yuan

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  1. Ofir Turel
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  2. Yufei Yuan
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Correspondence to Ofir Turel .

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Editors and Affiliations

  1. Dept. Mathematics, Wilfrid Laurier University, University Ave. W. 75, Waterloo, N2L 3C5, Canada

    D. Marc Kilgour

  2. Strathclyde Business School, University of Strathclyde, Glasgow, G4 0QU, United Kingdom

    Colin Eden

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Turel, O., Yuan, Y. (2010). Online Dispute Resolution Services: Justice, Concepts and Challenges. In: Kilgour, D., Eden, C. (eds) Handbook of Group Decision and Negotiation. Advances in Group Decision and Negotiation, vol 4. Springer, Dordrecht. https://doi.org/10.1007/978-90-481-9097-3_25

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