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    A Dispute System Design Perspective on the Future Development of Consumer Dispute Resolution

    Date
    2016-12-01
    Author
    Williams, Jane
    Gill, Chris
    Metadata
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    Citation
    Williams, J. & Gill, C. (2016) A Dispute System Design Perspective on the Future Development of Consumer Dispute Resolution. In: Cortes, P. (ed.) The New Regulatory Framework for Consumer Dispute Resolution. Oxford: Oxford University Press, pp. 371-391.
    Abstract
    This chapter explores the concept of dispute system design in the context of consumer dispute resolution (CDR). While there is a growing literature on dispute system design (DSD) in North America, practitioners and scholars in the UK and Europe have failed to give significant attention to DSD as a discrete activity. As the role of CDR within civil justice systems across Europe continues to grow, the activity of ‘designing justice’ in this area should increasingly be seen as a matter of constitutional as well as practical significance. A failure to address this issue risks undermining the continued legitimacy of state-sanctioned dispute resolution for consumer-to-business disputes. In this chapter, we present a new dispute design model for CDR mechanisms and, drawing on several case studies, demonstrate how it may be applied in practice.
    URI
    https://eresearch.qmu.ac.uk/handle/20.500.12289/4307
    Official URL
    http://dx.doi.org/10.1093/acprof:oso/9780198766353.003.0018
    Collections
    • Business, Enterprise & Management

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