探討公寓大廈管理維護服務業創造共享價值之關係

隨著社會變遷，居住品質逐漸提高與服務需求增加，如何建立市場上的競爭優勢，為顧客所追求之服務品質與創造價值之策略，以作為未來服務項目優先順序上之考量。其次在競爭市場激烈，如何增加顧客委託管理的意願，提高此產業利潤並永續經營管理，已成為目前亟需關注的重要課題。本文將以文獻分析及專家訪談方式為基礎，建構公寓大廈管理維護服務業創價品質評量表；並運用「SERVQUAL 模型」進行顧客對服務品質要素之潛在需求，以轉換為創價品質資訊，進而滿足住戶需求與尊榮，落實服務項目。本文認為，倘若能夠充分踐行，則有利於鼓勵集合住宅社區的住戶及管理委員會，多關心自身的社區，並共同創造區域差異化物業管理服務風格與特色，更可以兼顧維護自身財產權，以提升社區形象與不動產價值。

關鍵字

公寓大廈管理維護；開放式服務創新；用後評估；創造共享價值

並列摘要

Following the social movement, gradually enhanced living quality and increasing service demands, how to create competitive advantages on market and service quality and value creation pursued by the customer is the strategy to determine the sequence of service items in the future. Next, how to intensify the intention of customers for trust management, enhance industrial profit and sustainable management has become an extremely important issue by now. The study will establish the Scale of Value Created Quality for Apartment Management and Maintenance Service; The ＂SERVQUAL model＂ was adopted to find the potential demand of customers to service quality elements, which was converted into the value created quality information as to further satisfy the household demand and reputation as well as carry out the service items. The study considers that it will facilitate the residences of congregate housing and management committee paying more attention to their own communities and mutually create the differentiated property management service style and features if these conditions could be fulfilled Meanwhile, it could also maintain the property right to enhance the community image and value of real estate.

並列關鍵字

Building Management and Maintenance ； Open Services Innovation ； Post-Occupancy Evaluation ； Creating Shared Value

國際替代計量

探討公寓大廈管理維護服務業創造共享價值之關係

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