【作者】 杨雪；

【导师】 张兰霞；

【作者基本信息】 东北大学 ， 工商管理， 2007， 硕士

【摘要】 近年来,服务质量管理和顾客满意问题越来越受到国内外企业和学者的关注,但关于投诉的研究却很少,而且基本都是以企业投诉管理为研究对象,投诉的主体是消费者,而对政府和垄断行业的投诉管理进行研究的更是少之又少。企业较之政府,更重视客户的投诉,因为身处竞争的环境,只有客户才能给企业带来效益,而政府部门和垄断行业处于领导地位,服务意识显然没有企业强烈。另外,政府和垄断行业投诉的背后涉及到国家管理体制、政策、运行机制等诸多方面的因素,比企业投诉管理要复杂得多,因而,对政府部门及垄断行业的投诉管理研究更有价值。辽宁省委、省政府利用网络建立“民心网站”来受理群众投诉,接受群众监督在全国还是第一家,没有先例可以借鉴,更没有成熟的经验和方法可以利用。本文依据本人在民心网站工作的实践,以网上受理群众投诉的民心网站为研究对象,从问题的提出、民心网概况、投诉管理理论概述、民心网投诉管理现状述评、民心网的改进对策和结论六个方面进行了分析研究,阐述了民心网的作用,梳理了民心网投诉管理流程,评价了民心网工作现状,提出了民心网投诉管理的改进对策。更多还原

【Abstract】 Recent years, service quality management and customer satisfaction are increasingly getting focused by companies and researchers from all over the world, however, research on complaint are seldom and most of them are taking companies complaint as objective, the subject are customers. rarely taking the government and the monopoly industries as objective.Compared with the government and the monopoly industries, the companies pay more attention to the customers’ complaint, because they are in the competitive environment, only the customers could bring them benefits. However, the government and the monopoly industries play a leading role in society, it is a tough mission to rise up the mind of service. The behind scenes of the citizens’ complaint are related on many factors concerning the systems, the policies, the processes, etc.it is most complicated than the companies’complaint. It is more valuable to research the complaint of the government and the monopoly industries.It is the fist time in Liaoning provincal government to make use of the internet "Minxin Website" to receive the complaint and get supervised by the citizens. There is no mature experiences and methods can take. The article take Minxin Website which accepts the citizens’ complaint through the internet as object according to the author’s working experience,. Researched on the problem’s bring forward, the general situation of Minxin Website, the summarization of the complaint theories, the current situation of Minxin Website, the improvement plan of Minxin Website and the conclusions, stated the effects of the Minxin Website and ordered the process of Minxin Website, evaluated the current situation of Minxin Website, provided the improvement plan of Minxin Website.更多还原