A mediação como política pública de resolução de conflitos nas relações de consumo

Chanauana de Azevedo Canci Mafio; Vera Sirlei Martins; Valesca Brasil Costa

doi:10.5433/2178-8189.2020v24n2p49

Mediation as a public polict for resolving conflicts in consumer relations

Authors

Chanauana de Azevedo Canci Mafio
Vera Sirlei Martins
Valesca Brasil Costa

DOI:

https://doi.org/10.5433/2178-8189.2020v24n2p49

Keywords:

Mediation, Public policy, Conflict resolution, Consumer.

Abstract

This paper addresses mediation as a public policy, examining communication as an important tool for conflict resolution in the area of consumer law. This study utilized bibliographic review with exploratory research and qualitative and quantitative approaches, such as public opinion research. Moreover, the target audience for the public opinion research project was made up of consumers in a municipality in the northwest region of the state of Rio Grande do Sul, Brazil. Furthermore, this study investigates important aspects of consumption, whilst exploring the role of communication as a pacific means of conflict resolution and analyzing its methods and concepts relevant to mediation. Finally, this study concluded that while mediation isn’t popular throughout the country, it is growing a steady user base for conflict resolution. Additionally, interviewees who utilize mediation as a mechanism for resolving consumer disputes, grade it more positively than other instruments in satisfaction scores.

Author Biographies

Chanauana de Azevedo Canci Mafio

Mestra em Educação pela Universidade Regional Integrada do Alto Uruguai e das Missões (URI). Especialista em Gestão Pública pela Universidade Anhanguera (UNIDERP). Graduada em Direito pela Universidade Regional Integrada do Alto Uruguai e das Missões (URI). Graduada em Comunicação Social - Habilitação em Relações Públicas (UFSM). Email: chanauana_canci@hotmail.com

Vera Sirlei Martins

Doutora em Comunicação Midiática pela Universidade Federal de Santa Maria (UFSM). Mestra em Ciências da Comunicação pela Universidade do Vale do Rio dos Sinos (UNISINOS). Graduada em Comunicação Social - Habilitação em Relações Públicas pelo Centro Universitário Feevale (FEEVALE). Email: vera.martins@ufsm.br

Valesca Brasil Costa

Pós-doutorado em Educação pela Universidade de Caxias do Sul (UCS). Doutora em Educação pela Universidade do Vale do Rio dos Sinos (UNISINOS). Mestra em Educação pela Universidade Federal de Pelotas (UFPEL). Especialista em Direito Ambiental, em História da Educação e em Filosofia Moral e Política pela UFPEL. Graduada em Direito pela Universidade Católica de Pelotas (UCPEL). Graduada em Filosofia pela UFPEL. Email: valescacosta@gmail.com

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Published

2020-07-31

How to Cite

Azevedo Canci Mafio, C. de, Martins, V. S., & Brasil Costa, V. (2020). Mediation as a public polict for resolving conflicts in consumer relations. Scientia Iuris, 24(2), 149–169. https://doi.org/10.5433/2178-8189.2020v24n2p49

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Issue

Vol. 24 No. 2 (2020)

Section

Artigos

License

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