基层农产品投诉举报处理困境与优化路径研究——基于A镇市场监管所的实践考察

Research on the Dilemmas and Optimization Paths of Grassroots Handling of Agricultural Product Complaints and Reports—Based on a Practical Investigation of the Market Supervision Office of Town A

摘要: 农产品投诉举报处理是基层市场监管的重要职能，但农产品的鲜活易腐、标准缺失等特性使这一工作面临区别于工业品投诉举报的特殊困境。采用案例研究法，系统梳理了基层农产品投诉举报处理中面临的“取证难、界定难、调解难、执行难、根治难”五大结构性困境，并从产品属性、制度设计、资源保障三个维度剖析其深层成因。在此基础上，运用新公共管理理论、协同治理理论与全链条治理理论，提出构建“事前预防–事中处理–事后提升”的全链条治理框架，为提升基层农产品投诉举报处理效能提供可操作的优化路径。

Abstract: The handling of complaints and reports on agricultural products is an important function of grassroots market supervision. However, the characteristics of agricultural products, such as being fresh and perishable and lacking standards, make this work face unique dilemmas different from those in handling complaints and reports on industrial products. Based on the work practice of the Market Supervision Office of Town A, a typical agricultural town in northern China, this paper adopts a case study method to systematically review the five structural dilemmas in grassroots handling of complaints and reports on agricultural products: difficulty in evidence collection, difficulty in identification, difficulty in mediation, difficulty in enforcement, and difficulty in fundamental resolution. It also analyzes the deep-seated causes from three dimensions: product attributes, institutional design, and resource support. On this basis, by applying New Public Management theory, collaborative governance theory, and whole-chain governance theory, this paper proposes to build a whole-chain governance framework of “ex-ante prevention - in-process handling - ex-post improvement”, so as to provide actionable optimization paths for enhancing the effectiveness of grassroots handling of complaints and reports on agricultural products.