影響頂級豪宅物業服務關鍵因素之初探

A Study on Affect High-Quality Mansion Property Services of the Key Factors

李海容(Hai-Jung Lee) ； 沈明展(Ming-Chan Shen)

《物業管理學報》 2卷2期 (2011/09) Pp. 63-75

https://doi.org/10.29467/JPM.201109.0008

摘要

由於房價持續攀高，使得都會地區不斷地湧現豪宅，其中具有指標性的頂級豪宅更成為各方關注焦點。頂級豪宅要維持一定的物業水準，才能保有一定的價格（保值性）與期待的潛力（增值性），因此頂級豪宅的物業服務不但具有研究意義，更具實用價值。本研究團隊實地進入台北市仁愛路三段某頂級豪宅管理委員會服務，負責協助管理維護公司提升服品質，透過近距離觀察，取得第一手珍貴資訊。頂級豪宅的物業服務呈現封閉狀態，因為能立即調度三、五十名優質團隊上線、能整合一、二十家協力廠商、還有財務週轉等能力的A級管理維護公司數量不多，由短期內頂級豪宅頻頻更換管理維護公司，得知業主對物業服務品質都不滿意。本研究團隊以歸納法整理出可能影響頂級豪宅物業服務關鍵因素：分為先天不良（包含建築硬體與公共區域使用等二個面向）、後天不足（包含頂級豪宅內部、薪資結構與管理維護公司等三個面向），總計可能影響頂級豪宅物業服務關鍵因素共計二大類五個面向。頂級豪宅對於物業服務人員要求標準高，希望具備全方位的能力包括：（1）溝通能力、（2）專業能力、（3）管理能力、（4）學習心、（5）高EQ 能力。而影響服務人員異動，主要因素為人力素質與薪資結構二個項目。本研究以資訊不對稱的觀點，來探討頂級豪宅物業服務的交易成本，若交易雙方都能提供充足的資訊，物業服務不但具有一定水準，還可降低日後監督的成本，協助業主的建物保值並有增值空間。本研究初步探討影響頂級豪宅物業服務品質的關鍵因素，拋磚引玉，希望引起更多人關注與討論這個議題。

關鍵字

物業服務品質 ； 頂級豪宅 ； 資訊不對稱 ； 影響品質關鍵因素

並列摘要

As housing prices continue to climb, making the region will continue to emerge mansion, which has a target of the top luxury has become the focus of general attention. Top luxury properties to maintain a certain level in order to maintain a certain price (hedge) and the expected potential (value-added), the top luxury property services not only has research significance, more practical value.Top luxury property services presented the closed state, the owners are not satisfied with the quality of property services. Induction of this research team to sort out the top luxury property services which may affect key: divided into a poor, acquired less than two categories.Top luxury property service requirements for high standards, want to have a full range of capabilities include: (1) communication skills, (2) professional competence, (3) management, (4) learning center, (5) high EQ capability.In this study, information asymmetry perspective, to explore the service's top luxury property transaction costs, if the parties to the transaction can provide sufficient information, not only have a certain level of property services, can reduce the cost of future monitoring, to help owners of buildings and preservation value-added space. This preliminary study explore the impact of the top luxury property a key factor in service quality, the hope aroused more attention and discussion on this subject.

並列關鍵字

property service quality ； top luxury ； information asymmetry ； the key factors affecting quality