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De Palo, G., & Canessa, R. (2016-12-01). New Trends for ADR in the European Union. In The New Regulatory Framework for Consumer Dispute Resolution. : Oxford University Press. Retrieved 21 Jan. 2020, from https://www.oxfordscholarship.com/view/10.1093/acprof:oso/9780198766353.001.0001/acprof-9780198766353-chapter-20.