社会工作介入电商平台投诉处理机制优化路径研究

Research on the Optimization Path of Social Work Intervention in the Complaint Handling Mechanism of E-Commerce Platform

摘要: 电子商务的迅猛发展使得用户线上消费权益受到广泛关注。投诉处理机制的优化正是立足当下消费权益保护和平台发展而提出的现实需要。本研究应用社会支持理论，通过不同方式的社会工作介入对电商平台投诉机制优化进行讨论。研究首先对社会支持在实际应用涉及的情感、信息和工具性支持进行说明。其次是对电商平台现存的投诉机制和存在问题进行梳理分析。最后，针对不同问题结合理论提出了相应的优化路径，以期为电商平台提供理论依据和实践助力，推动投诉处理机制完善，最终实现消费者与电商平台双赢。

Abstract: The rapid development of e-commerce has led to widespread attention on consumer rights in online consumption. The optimization of complaint handling mechanisms is a practical necessity, driven by the current needs of consumer rights protection and platform development. This study applies social support theory to discuss the optimization of e-commerce platform complaint mechanisms through various social work interventions. The study first explains emotional, informational, and instrumental support in practical applications of social support. It then reviews and analyzes the existing complaint mechanisms on e-commerce platforms and identifies the problems within them. Finally, based on these issues and social support theory, corresponding optimization paths are proposed, aiming to provide theoretical foundations and practical assistance for e-commerce platforms, promote the improvement of complaint handling mechanisms, and ultimately achieve a win-win situation for both consumers and e-commerce platforms.