大型商场的服装鞋帽商品投诉现状调查与解决方法分析

以鞍山市部分大型商场为研究对象,运用解决投诉、个案访谈、数理统计等方法,对大型商场的商品投诉现状与影响因素分析,得出大型商场商品投诉多是因为商品质量本身缺陷,消费者要求日益提高,消费者维权意识提高,网络购物商品质量的影响,导购员经验不足的结论。提出加强服务意识、丰富商品常识和加强自我保护意识的有效解决方法。

Analysis on the Investigation and Solution of the Goods Complaints of Clothing Shoes and Hats in the Megastores

Combined with the methods of solving the complaints, interviewing the case and the mathematical statistics, this paper takes some megastores in Anshan for example to analyze the current situation and influencing factors of the goods complaints in the megastores. It shows that the complaints are caused by the defects of the quality, the increasing demand of the consumers, the raising consciousness of the consumers＇ rights protection, the influence of the network shopping goods quality and lacking experience of salesmen. The effective solutions are strengthening the service consciousness, enriching the commodity common sense and strengthening the self-protection awareness.