A Data Model for Next Generation Online Dispute Resolution Systems for Cross-border E-Commerce

摘要

This paper presents a data model for developing the new generation of Online Dispute Resolution (ODR) systems with sophisticated end-user service and standard protocols needed to establish confidence in a cross-border e-commerce environment. An analysis of the various activities in the ODR business process have led us to identify the underlying entities that capture the information content of the ODR process. The result is a data model that can be deployed for building a new generation of ODR systems. The data model has been implemented in XML and tested on a simple claim filing process.