本文選題：電子商務(wù) + 消費者投訴��； 參考：《南昌大學(xué)》2016年碩士論文

【摘要】：近年來,隨著網(wǎng)絡(luò)經(jīng)濟的發(fā)展,電子商務(wù)產(chǎn)業(yè)成為了新的經(jīng)濟增長點。電子商務(wù)作為一種新的商務(wù)模式,以現(xiàn)代化的網(wǎng)絡(luò)平臺作為媒介,消費者的數(shù)量急劇增加。但由于其自身的缺陷和各種主客觀因素,電子商務(wù)在發(fā)展進程中面臨的各種矛盾和問題逐步顯現(xiàn)出來,消費者對電子商務(wù)的投訴也隨之不斷增加。2014年,杭州市的電子商務(wù)交易總額達(dá)到1.5萬億元,同比增長約30%,占全國1/8,可見杭州市的電子商務(wù)發(fā)展速度及規(guī)模在全國甚至全球都占據(jù)領(lǐng)先地位,但同時消費者的投訴問題也越來越成為關(guān)注的重點,因此建立起合理的電子商務(wù)投訴管理機制迫在眉睫。杭州市江干區(qū)某電子商務(wù)消費者投訴案例展現(xiàn)了杭州市現(xiàn)有的電子商務(wù)投訴管理機制,包括深化平臺責(zé)任機制、優(yōu)化部門協(xié)作機制、強化誠信體系機制和創(chuàng)新新型維權(quán)機制等。但從杭州市目前的投訴管理現(xiàn)狀來看,仍舊存在著諸如投訴的法律建設(shè)不完善、投訴渠道有限、效果有限、反饋不及時、處理過程不公開等問題。由于沒有建立起一套合理的管理模式,電子商務(wù)投訴解決率較低。相關(guān)職能部門應(yīng)從法律制度、監(jiān)管機制、信用評價體系、快速解決機制以及異地投訴和司法機制的角度,來完善電子商務(wù)投訴管理機制。
[Abstract]:In recent years, with the development of network economy, e-commerce industry has become a new economic growth point. E-commerce as a new business model, with the modern network platform as a medium, the number of consumers increased dramatically. However, due to its own shortcomings and various subjective and objective factors, the contradictions and problems faced by e-commerce in the development process have gradually emerged, and consumer complaints about e-commerce have been increasing. In 2014, The total amount of e-commerce transactions in Hangzhou reached 1.5 trillion yuan, an increase of about 30% over the same period last year, accounting for one eighth of the country's total. It can be seen that the speed and scale of the development of electronic commerce in Hangzhou occupy a leading position in the whole country and even in the world. But at the same time, consumer complaints have become the focus of more and more attention, so it is urgent to establish a reasonable electronic commerce complaint management mechanism. An e-commerce consumer complaint case in Jianggan District of Hangzhou shows the existing complaint management mechanism of e-commerce in Hangzhou, including deepening the responsibility mechanism of platform, optimizing the cooperation mechanism of departments, strengthening the mechanism of honesty and credit system and innovating the new mechanism of safeguarding rights, etc. However, from the current situation of complaint management in Hangzhou, there are still some problems, such as imperfect legal construction of complaints, limited complaint channels, limited effect, untimely feedback, closed process of handling, and so on. Because did not establish a set of reasonable management mode, the electronic commerce complaint solves the rate to be low. The relevant functional departments should perfect the electronic commerce complaint management mechanism from the angle of legal system, supervision mechanism, credit evaluation system, quick resolution mechanism, and complaint and judicial mechanism in different places.
【學(xué)位授予單位】：南昌大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2016
【分類號】：F724.6;F203

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