检视与提升:多元化纠纷解决机制群众满意度问题探究--以4P-4C视角为切入点

Inspection and Promotion: the Study on the Issue of Mass Satisfaction of Diversified Dispute Resolution Mechanism--By Taking the Perspective of 4P-4C as the Entry Point

通过发放114份调查问卷,提取多元化纠纷解决机制运行过程中存在的问题,将“4P-4C”营销理论引入评价当前多元化纠纷解决机制群众满意度建设体系中,从中查找当前多元化纠纷解决机制中存在的问题。通过“4P-4C”理论,系统解决了当前多元化纠纷解决机制中存在的突出问题。依托“2P3C”组合,构建从产品即多元化纠纷化解机制本身,渠道即多元化纠纷解决机制的宣传工作,成本即多元化纠纷解决机制诉讼成本认定,便利即多元化纠纷解决机制的一站式解纷模式,沟通即强化调解员素养等方面构建多元化纠纷解决机制“2P3C”模式,提升公众认同度的现实路径,以期促进多元化纠纷解决机制在实践中焕发更好的生命力,切实满足人民群众日益增长的司法需求。

114 questionnaires are distributed to extract the problems existing in the operation of the diversified dispute resolution mechanism. The “4P-4C”marketing theory is introduced into the evaluation of the current diversified dispute resolution mechanism mass satisfaction construction system, and the problems existing in the current diversified dispute resolution mechanism are found. The prominent problems in the current diversified dispute resolution mechanism have been systematically solved based on the “4P-4C”theory. In line with the combination of“2P3C”, a“2P3C”model of diversified dispute resolution mechanism is constructed from the aspects of product, that is, the diversified dispute resolution mechanism itself;channels, that is, the publicity work of the diversified dispute resolution mechanism;cost, that is, the diversified dispute resolution mechanism litigation cost recognition;convenience, that is, the one-stop dispute resolution mode of diversified dispute resolution mechanism;communication, that is, the strength of the quality of mediators. In this way, the realistic path of public recognition can be enhanced, so the better vitality of the diversified dispute resolution mechanism in practice can be promoted and the growing judicial needs of the people can be effectively satisfied.