The appropriate role of dispute resolution in building trust online
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This article examines the relationship between online dispute resolution (ODR) and trust. We discuss what trust is, why trust is important, and how trust develops. Our claim is that efforts to implement online dispute resolution on a site or service in a manner that promotes trust need to consider ODR as just one tool in a broader toolbox of trust-building tools and techniques. These techniques are amongst others marketing, education, trust seals, and transparency. By evaluating ODR in its proper context as one component of a larger trust strategy, we can more accurately set expectations for its results and position our projects for success.
Keywordsdispute eBay e-commerce ODR resolution trust
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