Revista da EMERJ - V. 22 - N.1 - Janeiro/Março - 2020

 R. EMERJ, Rio de Janeiro, v. 22, n. 1, p. 11 - 26, Janeiro-Março. 2020  26 diation only a modestly effective tool for the citizen, while addi- tional economic and professional incentives should be taken into consideration not to demotivate mediators, which would result in a lower quality of the service they provide. v