【作者】 李娜；

【导师】 张永平；

【作者基本信息】 河北大学 ， 公共管理硕士（专业学位）， 2021， 硕士

【摘要】 消费活动是社会大众生活的重要组成部分,消费者权益保护工作作为市场监管机关的重要工作之一,与群众生活诉求最为接近。二十一世纪以来,我国经济进入高速发展时期,科学技术的不断发展,进一步改变了消费者的消费方式,这也使得消费者的消费活动发生变化,商家在侵犯消费者权益时又表现出新的特点,这就要求我国相关部门必须进一步调整和优化消费者权益保护制度,以便于更加有效地应对社会中出现的新的消费问题。市场监管部门应更好地运用行政执法权监管市场活动,避免市场出现恶性竞争,确保整个竞争环境的公平性和公正性。本文结合作者工作实际,以D市市场监管局为研究对象,主要分析监管部门消费维权工作的现状以及存在的问题,并从我国社会的现实情况出发提出完善消费者权益保护制度的方法。本文的研究主要包括如下几个部分:第一部分为绪论。简要的介绍了保护消费者合法权益的研究背景和研究意义。第二部分基本概念及相关理论概述。详细的阐述了与消费者权益保护相关的基础理论,例如多元治理理论、政府职能理论、新公共服务理论等等。第三部分介绍D市市场监管部门消费维权工作的现状,主要从工作成效、人员配置,机构设置,职责分工、工作流程等方面介绍D市市场监管消费维权工作的现状,同时对D市近两年来消费者投诉数据进行分析,找出新形势下消费维权工作的新挑战,主要从网络消费、预付式消费、职业打假三个方面进行归纳分析。第四部分D市市场监管部门消费维权工作的问题及成因分析。第五部分析新形势下改进D市市场监管部门消费维权工作的对策。第六部分结论与展望。在本文的研究中,主要结合了实地调研法、文献研究法和案例分析法等多种方法,在对搜集到的D市市场监管局近两年消费者投诉数据进行整理分析基础上,通过对D市消费维权工作的现状,面临的挑战及问题、对策的分析讨论,提出推进基层市场监管部门消费维权工作的有效途径。更多还原

【Abstract】 Consumer activities are an important part of the life of the general public.As one of the important tasks of the market supervision agency,the protection of consumer rights and interests is closest to the demands of the masses.Since the 21 st century,my country’s economy has entered a period of rapid development.The continuous development of science and technology has further changed consumers’ consumption patterns.This has also led to changes in consumers’ consumption activities,and businesses have shown new expressions when they infringe on consumers’ rights and interests.This requires the relevant departments of our country to further adjust and optimize the consumer rights protection system in order to more effectively deal with the new consumption problems in the society.The market supervision department should better use the administrative law enforcement power to supervise market activities,avoid vicious competition in the market,and ensure the fairness and impartiality of the entire competitive environment.Based on the author’s actual work,this paper takes the D-city market supervision bureau as the research object,mainly analyzes the current situation and existing problems of the regulatory authorities to protect the legitimate rights and interests of consumers,and puts forward the method of perfecting the protection system of consumer rights and interests from the reality of our society.The research of this paper mainly includes the following parts: The first part is the introduction.This paper briefly introduces the research background and significance of protecting the legitimate rights and interests of consumers.The second part is an overview of the basic concepts and related theories.The basic theories related to the protection of consumer rights and interests are expounded in detail,such as the theory of multi-governance,the theory of government functions,the theory of new public service and so on.The third part introduces the current situation and challenges of consumer rights protection work of D city market supervision department,mainly from the work results,staffing,institution setting,division of duties,workflow and so on to introduce the current situation of D city market supervision consumer rights protection work,while analyzing the consumer complaint data of D city in the past two years,to find out the new challenges of consumer rights protection work under the new situation,mainly from the network consumption,prepaid consumption,professional fraud three aspects of inductive analysis.Part IV Analysis of the problems and causes of consumer rights protection work of the market supervision department in the fourth part D.The fifth part analyzes the countermeasures to improve the consumer rights protection work of the market supervision department of D city under the new situation.The conclusion of the sixth part and the further prospect.In this paper’s research,mainly combined with field research methods,literature research methods and case analysis methods and other methods,on the basis of the collection of D City Market Supervision Bureau in the last two years of consumer complaints data collation analysis,through the D City consumer rights work of the status quo,challenges and problems,countermeasures of the analysis and discussion,put forward an effective way to promote the grass-roots market regulatory departments consumer rights work.更多还原