ODR And The Global Management Of Customers’ Complaints

ODR And The Global Management Of Customers’ Complaints:

How Can ODR Techniques Be Responsive To Different Social And Cultural Environments?

(Paper presented at the Joint Conference of the OECD, HCOPIL, ICC, The Hague, Holland, December 12, 2000)


This paper deals with the expanding universe of global online commerce, global customer relationship management and the role of an Online Dispute Resolution (ODR) system to manage and resolve customer’s complaints. Here are some of the basic questions proposed:

1. How do cultural differences affect the use and implementation of ODR systems?

2. How can appropriate ODR systems be offered across cultures, to provide redress to failed customer experiences, and doing so enhance post-sales customer satisfaction?

3. Is ODR going to deliver in the promise to enhance customer’s loyalty and satisfaction, and thus recovering lost and one-time customers as repeat customers?


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