服務創新對住戶關係品質與幸福感關聯性之研究

A Study of Service Innovation for Relationship Quality and Well-being of Householder

薛榮棠(Jung-Tang Hsueh) ； 薛昭義(Chao-Yi Hsueh) ； 劉書伶(Shu-Ling Liu)

《績效與策略研究》 10卷1期 (2013/05) Pp. 33-50

https://doi.org/10.6736/JPSR.201305_10(1).0002

摘要

隨著時代變化，社會、經濟及知識水準的提升，人們越來越重視生活品質的提升。就居住條件而言，住戶對居住品質的要求與日俱增，傳統的物業管理服務已無法滿足住戶的生活需求。本研究之目的在探討服務創新、關係品質與幸福感之關聯性，希望藉此提供物業管理公司如何提昇住戶幸福感之建議。本研究採用問卷調查法，以物業管理公司提供服務之住戶為研究對象進行調查。研究結果發現，服務創新、關係品質及幸福感之間有正向顯著影響關係，而關係品質對於服務創新與幸福感有部分中介效果。綜上所述，物業管理公司須適時調整公司之創新服務，強化和提升與住戶之間的關係品質，進而使住戶產生幸福感。

關鍵字

服務創新 ； 關係品質 ； 幸福感 ； 物業管理

並列摘要

As the times change, social, economic and the level of knowledge upgrading, People turn more and more attention to enhance the level of living. The living conditions of households living quality requirements increasing, traditional property management services have failed to meet the household needs of life. Therefore, how to service innovation so that tenants with property management companies to establish a good relationship quality, and thus enhance the purpose of households living environment for the happiness of the study. This study used questionnaires, property management companies to provide services household survey as the research object. The results find thatpositively affect the relationship have between service innovation, relationship quality, and well-being. And the relationship quality has partial mediation between service innovation and well-being. In summary, property management company should timely adjusts to the company's strategy by innovative services to strengthen and enhance the quality relationship with households, and then enabling households to produce well-being.

並列關鍵字

Service Innovation ； Relationship Quality ； Well-Being ； Property-Management

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