| Online Dispute Resolution (ODR) services, also known as e-ADR (Alternative Dispute Resolution) services, are interactive, web based services intended to support disputing parties in reaching an agreement. It is important to study these e-services since their use is a potential solution to the current upsurge in online-based disputes and the decaying ability of the judicial procedure to resolve such disagreements. Particularly, the provision of ODR services by e-vendors can facilitate institutional based structural assurances, promote trust in e-vendors, and ultimately, advance e-commerce.;The findings suggest that the concept of justice is important in human-computer interaction in decision making contexts, and that it interplays with the concept of trust in predicting intention to use an ODR service. Furthermore, the inductive analysis reveals some key service and dispute-context attributes that users consider being instrumental to their decision to use an ODR service. Based on the findings, implications for theory and practices, as well as future research directions, are discussed. Overall, the study introduces the concept of justice to the human-computer interaction literature, extends and integrates the justice, trust, technology adoption and online negotiation research streams, and reports on a novel examination of the complex interplay between justice and trust assessments in the ODR context.;Informal interviews with ODR service providers as well as a systematic review of the literature reveal that trust and justice (i.e., a set of fairness beliefs) perceptions are likely to be salient predictors of individual intentions to employ ODR services. Accordingly, this study investigates the interplay between trust and justice related factors, and their impacts on end-user adoption of ODR services. To examine these effects a theoretical model explicating the relationships between trust, justice and behavioral intentions is presented and tested using structural equation modeling techniques applied to two independent datasets. Data for this study was collected through an online-questionnaire administered in the context of a large online dispute resolution experiment, in which some justice and trust perceptions were manipulated. |
