基于服务蓝图的网络销售类平台标准体系研究  

Research on the Standards System of Online Sales Platforms Based on Service Blueprint

作　　者：赵花蕊 曹哲 庞桂 吕晶晶 何新娜 顾兴全[2] ZHAO Hua-rui;CAO Zhe;PANG Gui;LYU Jing-jing;HE Xin-na;GU Xing-quan(Henan Platform Economy Development Guidance Center;China Jiliang University)

机构地区：[1]河南省平台经济发展指导中心 [2]中国计量大学

出　　处：《标准科学》2025年第2期28-35,共8页Standard Science

基　　金：国家市场监督管理总局科技计划项目“融合多模态数据的网络交易平台信用风险智能评估模型研究与应用”(项目编号:2024MK083);河南省市场监督管理局科技计划项目“平台经济标准化体系研究”(项目编号:HNSCJGK202406)资助。

摘　　要：【目的】在电子商务快速扩张的背景下,网络销售类平台已成为全球经济中不可或缺的一部分。本研究旨在通过服务蓝图方法构建网络销售类平台标准体系,详细分析关键业务活动,识别顾客体验触点,并提出标准体系建设方向,以促进平台经济的健康发展和消费者权益保护。【方法】采用服务蓝图设计方法,通过对网络销售类平台各环节的深入分析,构建网络销售类平台监管标准体系框架。【结果】构建了包括总体、业务、数据、应用、服务、监管、安全、技术8个子体系的网络销售类平台标准体系。【结论】建立网络销售类平台标准体系对于保障经济健康和消费者权益至关重要。本研究提供的标准体系框架和方向,为提升平台服务质量和监管效率提供了科学依据。[Objective]In the context of the rapid expansion of e-commerce,online sales platforms have become an indispensable part of the global economy.This study aims to construct a standards system for online sales platforms using the service blueprint method,analyze key business activities in detail,identify customer experience touchpoints,and propose directions for the construction of the standards system to promote the healthy development of the platform economy and the protection of consumer rights.[Methods]The service blueprint design method is used to conduct an in-depth analysis of various aspects of online sales platforms and to construct a regulatory standards system framework for such platforms.[Results]A standards system for online sales platforms,encompassing eight sub-systems including overall,business,data,application,service,supervision,security,and technology,has been established.[Conclusion]Establishing a standards system for online sales platforms is crucial for safeguarding economic health and consumer rights.The standards system framework and direction provided in this study provide a scientific basis for improving platform service quality and regulatory efficiency.

关 键 词：服务蓝图 网络销售类平台 标准体系 

分 类 号：F724.6[经济管理—产业经济] F203