基于用户投诉对鞋类直播售货中质量管理的问题分析  

Quality Management of Footwear in E-Commerce Live-Streaming Sales Based on User Complaint Data

作　　者：应楚楚[1] 蒋宏 范中维 苏健 祝娜[1] YING Chuchu;JIANG Hong;FAN Zhongwei;SU Jian;ZHU Na(SGS-CSTC Standards Technical Services Co.,Ltd.,Shanghai 200233,China;Hangzhou Consumer Protection Committee Secretariat,Hangzhou 310000,China)

机构地区：[1]通标标准技术服务有限公司,上海200233 [2]杭州市消费者权益保护委员会秘书处,浙江杭州310000

出　　处：《中国皮革》2024年第4期72-76,共5页China Leather

基　　金：2022年上海市科协星级学会改革与发展项目(2022XH-5)。

摘　　要：直播售货作为鞋类产品的新零售模式,在高速发展的同时,其负面影响也逐渐显现,各种侵害消费者权益的问题频发。直播可以通过“人”的展示带来流量,但最终还是需要“货”的品质让消费者安心消费。鞋类直播售货的供应链由多种主体构成,有效的质量管理活动需要由上下游各主体联合开展。本文通过对鞋类直播投诉信息的采集、处理和分析,定位鞋类产品直播售货活动中的关键问题,通过问题分析梳理鞋类直播售货质量控制关键要素,搭建鞋类直播售货质量管理模型。As a new retail model for footwear products,live-streaming sales have experienced rapid development However,their negative effects have gradually emerged,and various problems that infringe on consumer rights and in-terests frequently occur While live-streaming can bring traffic through the display of‘people’,the quality of the‘product’is crucial to reassure consumers The supply chain of footwear live-streaming sales involves multiple enti-ties,and effective quality management activities require joint efforts from upstream and downstream entities By col-lecting,processing,and analyzing complaint information related to footwear live-streaming sales,this paper identified key issues in the live-streaming sales of footwear products Through problem analysis,the paper sorted out the key el-ements of quality control in footwear live-streaming sales and built a quality management model for footwear products in e-commerce live-streaming sales.

关 键 词：直播售货 鞋类 质量管理 

分 类 号：TS94[轻工技术与工程—服装设计与工程]