Despite the considerable attention paid to mandatory arbitration, few consumer disputes ever reach arbitration. By contrast, institutions such as Apple's customer service department handle hundreds of millions of disputes annually. This Article argues that understanding businesses' internal dispute processes is crucial to diagnosing consumers' procedural needs. Moreover, businesses' internal processes interact with a larger system of private actors.
Rory Van Loo,
The Corporation as Courthouse,
Yale J. on Reg.
Available at: http://digitalcommons.law.yale.edu/yjreg/vol33/iss2/5