Online Dispute Resolution Services: Justice, Concepts and Challenges

Abstract

Online Dispute Resolution (ODR) services are a key mechanism that may provide a viable solution to the flood of e-disputes and to the need 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.