Chawdhry, PravirNorheim, DavidWilikens, MarcHilty, Lorenz M.Gilgen, Paul W.2019-09-162019-09-162001https://dl.gi.de/handle/20.500.12116/26782This paper presents a data model for developing the new generation of Online Dispute Resolution (ODR) systems with sophisticated end-user service and standard protocol s 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.Text/Conference Paper