马克思主义中国化视角下的电商客服质量监管与消费者权益保护

The Quality Supervision of E-Commerce Customer Service and the Protection of Consumers’ Rights and Interests from the Perspective of Sinicization of Marxism

摘要: 在数字经济成为国民经济核心支撑的新时代，电商客服作为连接平台与消费者的关键纽带，其质量直接关系消费者权益实现与电商经济健康发展。本文以马克思主义中国化理论为指导，立足“以人民为中心”发展思想与“有效市场 + 有为政府”辩证关系，系统分析电商客服质量监管与消费者权益保护的现实困境，结合马克思主义基本原理与中国实践创新，构建“多元协同、精准高效、全链覆盖”的治理体系，为数字经济高质量发展提供理论支撑与实践路径。

Abstract: In the new era where the digital economy has become the core support of the national economy, e-commerce customer service, as a key link between the platform and consumers, directly affects the realization of consumer rights and the healthy development of the e-commerce economy. Guided by the theory of Sinicization of Marxism, based on the development concept of “putting people at the center” and the dialectical relationship between “effective market + proactive government”, this paper systematically analyzes the practical predicaments of e-commerce customer service quality supervision and consumer rights protection. Combining the basic principles of Marxism with Chinese practical innovation, it constructs a governance system of “multi-party collaboration, precise and efficient, and full-chain coverage”, providing theoretical support and practical paths for the high-quality development of the digital economy.