公寓大廈管理維護衝突歷程之研究－以管理委員會和區分所有權人為取向

公寓大廈已成為都市居民主要的住宅型態，為了推動社區住戶自治管理，政府制定「公寓大廈管理條例」，明定公寓大廈住戶必須成立管理委員會，負責執行區分所有權人的決議，確保公寓大廈之管理維護。然而，因種種因素，管委會與住戶發生衝突的情況日益嚴重，實為當前台灣公寓大廈管理維護最大的遺憾。本研究蒐集35 個管委會與住戶產生衝突的案例，採用學者張景旭與范垂爐（2006）提出之「主觀順序事件技術法」（Subjective Sequential Incidents Technique，簡稱SSIT），從衝突歷程中去探討住戶的挫折經驗，並發展出公寓大廈衝突事件住戶挫折延伸表，以提供公寓大廈管理者管理維護之依據。管委會與住戶之衝突歷程共分為六個階段，分別為問題階段、向管委會反應階段、會議階段、會議後執行階段、住戶自救報復階段及法律行動階段。每個階段令住戶感到挫折的構面皆有其不同的特性，發現七種管委會與住戶之衝突互動模式。在結論中，針對相關文獻理論做分析比對，提出實務上的建議。

關鍵字

衝突；組織衝突；組織衝突根源；衝突歷程；公寓大廈管理維護

並列摘要

Condominium has become a major residential type for urban residents. The Government enacted' Condominium Management Act'. The law stipulates that residents must set up a condominium management committee to be responsible for implementing the owners' resolution, and to ensure the condominium management and maintenance. However, conflicts between the management committee and residents are becoming more serious. In this study, we collect 35 cases of conflicts which occur between the management committee and residents, and then use SSIT (Subjective Sequential Incidents Technique，SSIT) analysis that scholars Zhang Jing Xu and Fan Chui Lu proposed (2006), to explore the residents' frustration experience from the course of the conflict, and to develop residents' setbacks extension sheet in the conflict events of condominium so as to provide a basis for the apartment building managers to manage and maintain. The course of conflicts between the management committee and residents is divided into six phases. The dimensions to frustrate residents at every phase have their different characteristics; we found that many conflict modes of interaction between the management committee and residents, and controversy of view confrontations on the two sides. In conclusion, we do a comparative analysis of the relevant literature and theory, and then have recommendations on condominium management practice.