Research On Public Complaints Handling Of Liwan District Market Regulatory Bureau

With the rapid development of the economy,the continuous improvement of the national legal system,the continuous improvement of public awareness of rights protection,the continuous improvement and broadening of the channels for market supervision departments to receive complaints,more and more complaints about daily consumption.As a group of complaint handlers of grass-roots civil servants,the need for emotional labor has also increased.Especially for those who deal with complaints directly with the public,they should not only provide satisfactory services,but also show enthusiasm and cordiality,so as to obtain good relations between the government and the public,and the continuous construction of a service-oriented government concept that can satisfy the people.In-depth,the public has put forward higher requirements for the handling of complaints by market supervision departments.Since Hochschild first put forward the concept of emotional labor,many international scholars have devoted themselves to this theoretical research.In recent years,the study of emotional labor has increasingly aroused the interest of Chinese scholars.Domestic and foreign studies have proved that emotional labor has a great impact on both organizations and individuals,and the research field is also slow from the field of human resources in enterprises.Slowly expand to the use of public management.Inspired by the theory of emotional labor,this paper regards the impact of emotional labor of complaint handling staff on satisfaction of complaint handling as the research theme.At the same time,in order to make the research results more realistic,the research theme is specifically applied to the emotional labor research of complaint handling workers in Liwan District,Guangzhou.In the context of functional integration,the newly established Liwan District Market Supervision Bureau timely adjusted the complaint handling mechanism,giving full play to market supervision functions and improving public satisfaction.This paper describes the current situation of complaint handling of Liwan Market Regulatory Bureau through literature search,interviews and questionnaire survey.At the same time,based on an example of emotional labor,it analyses the reasons why the public is not satisfied with complaint handling of Liwan Market Regulatory Bureau,especially the impact of professional counterfeiting on staff emotional labor.Finally,from the Perspective of organizational management mechanism,complaint handling team and investment.Four respects,including the supervision mechanism of litigation disposal and the counterfeiting of professions,are put forward to solve the problem.