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Arbitration chambers and trust in technology provider: Impacts of trust in technology intermediated dispute resolution proceedings

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  • Ferreira, Daniel Brantes
  • Giovannini, Cristiane
  • Gromova, Elizaveta
  • da Rocha Schmidt, Gustavo

Abstract

Trust is an essential element in building relationships between different parties and contexts. Online dispute resolutions rely on temporary relationships to be successful, making trust a crucial component of such contexts. Yet, online environments are not free of suspicion. This study presents and tests a technology acceptance model based on multidimensional trust and security assurances offered by providers and developers of the environments and applications used in online arbitrations and dispute resolution procedures. The data, collected in an online survey and analyzed using structural equation modeling, show that structural assurance is an essential determinant of trust in digital technologies. Also, beliefs that service providers are benevolent towards the users positively affect their attitude towards the future use of online digital technologies and services in ADR proceedings.

Suggested Citation

  • Ferreira, Daniel Brantes & Giovannini, Cristiane & Gromova, Elizaveta & da Rocha Schmidt, Gustavo, 2022. "Arbitration chambers and trust in technology provider: Impacts of trust in technology intermediated dispute resolution proceedings," Technology in Society, Elsevier, vol. 68(C).
    • Handle: RePEc:eee:teinso:v:68:y:2022:i:c:s0160791x22000136
    DOI: 10.1016/j.techsoc.2022.101872
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