试论当前物业管理的投诉问题  

Paying attention to present complaints in property management

作　　者：方敏[1] 李勤 

机构地区：[1]南昌大学共青学院,江西九江332020 [2]江西嘉园房地产开发有限责任公司,江西南昌330038

出　　处：《企业技术开发》2011年第2期159-160,共2页Technological Development of Enterprise

摘　　要：随着商品房在我国的出现和发展,物业管理行业也正蓬勃兴起。在物业服务企业进行物业管理的过程中,大量投诉问题也涌现出来。物业管理行业与其他行业相比,具有其自身的特点:一个物业服务企业进入住宅小区或写字楼进行管理,面对的是千家万户不同的客户群体,不同人群的主观喜好和经济承受能力的差别决定了他们对物业管理服务的需求千差万别,于是就容易产生矛盾。文章通过对物业管理投诉问题的阐述,指出重视当前物业管理的投诉问题。With the emergence and development of commercial housing in China,property management industry is also booming.When property service enterprises are doing property management,a large amount of complaints also emerge.Combined with other industries property management industry has it＇s own characteristics：a property service enterprise that manages in districts and office building is facing millions of households and different client groups,and different subjective preference and economic affordability determines that their demand for roperty management service is different,which easily causes contradiction.Through explaining the complaints of property management,this paper proposes that present complaints about property management should be paid attention.

关 键 词：物业管理 口碑效应 投诉问题 

分 类 号：F719.9[经济管理—产业经济]