This article argues that an analytic framework based on participation is useful for analysing consumer experiences of alternative dispute resolution (ADR), providing a complementary approach to analyses drawing on procedural justice theory. The argument is developed by applying McKeever's ‘ladder of legal participation’ (LLP)¹ to a qualitative data set consisting of interviews with United Kingdom consumers. The article concludes that applying the LLP in the consumer ADR context results in novel empirical and theoretical insights. Empirically, it demonstrates that – even in low‐value and transactional disputes – consumers expect high levels of participation from ADR. Theoretically, it argues that the LLP complements existing approaches by providing an unifying lens through which to study consumer experiences by emphasizing the importance of participation, not only as a process value but also in shaping outcomes highlighting the distinction between genuine and tokenistic provision of ADR.

中文翻译：

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参与作为分析消费者替代纠纷解决方案（ADR）经验的框架

本文认为，基于参与的分析框架可用于分析替代性争议解决（ADR）的消费者体验，为基于程序正义理论的分析提供补充方法。该论点是通过应用麦基弗（McKeever）的“法律参与阶梯”（LLP）^{1提出的。}定性数据集，包括与英国消费者的访谈。文章得出的结论是，在消费者ADR上下文中应用LLP会产生新颖的经验和理论见解。从经验上讲，它表明，即使在低价值和交易纠纷中，消费者也期望ADR能够有较高的参与度。从理论上讲，LLP通过提供一个统一的视角来补充现有方法，从而通过强调参与的重要性来研究消费者的体验，不仅作为过程价值，而且在塑造结果方面都突出了ADR的真实性和象征性提供之间的区别。