技术经济
技術經濟
기술경제
Technology Economics
2009年
1期
122~124
,共null页
顾客满意度 顾客忠诚度 物业服务 物业服务企业
顧客滿意度 顧客忠誠度 物業服務 物業服務企業
고객만의도 고객충성도 물업복무 물업복무기업
customer satisfaction ; customer loyalty ; property service ; property service enterprise
我国物业服务企业经历了从行政管理向市场化转变的过程，物业管理模式经历了从“行政、福利管理型”向“行政与专业化相结合管理型”过渡，再向“房地产开发商直接管理型”和“社会化、专业化、市场化管理型”发展的过程。本文基于顾客满意度来研究和分析我国物业服务企业各阶段发展的特点和各阶段中顾客满意度与顾客忠诚度之间的关系。
我國物業服務企業經歷瞭從行政管理嚮市場化轉變的過程，物業管理模式經歷瞭從“行政、福利管理型”嚮“行政與專業化相結閤管理型”過渡，再嚮“房地產開髮商直接管理型”和“社會化、專業化、市場化管理型”髮展的過程。本文基于顧客滿意度來研究和分析我國物業服務企業各階段髮展的特點和各階段中顧客滿意度與顧客忠誠度之間的關繫。
아국물업복무기업경력료종행정관리향시장화전변적과정，물업관리모식경력료종“행정、복리관리형”향“행정여전업화상결합관리형”과도，재향“방지산개발상직접관리형”화“사회화、전업화、시장화관리형”발전적과정。본문기우고객만의도래연구화분석아국물업복무기업각계단발전적특점화각계단중고객만의도여고객충성도지간적관계。
The operation system of Chinese property service enterprises has transformed from administration to marketization. And the pattern of property management have also accomplished the following process of transformation：from the administration and welfare management to the management combining administration and specialization,and then to the management of real estate developer directly administrating and the management with socialization, specialization and marketization. Based on the theory of customer satisfaction,this paper analyzes and studies the development characteristics of Chinese property service enterprises and the relationships between customer satisfaction and customer loyalty in different development phase.
