城市住宅小区物业收费困境与对策——情感作用机制分析  

Property Charging Dilemma and Countermeasures in Urban Residential Communities:An Analysis of the Role Mechanism of Emotion

作　　者：张庆贺 ZHANG Qinghe(College of Law,Zhejiang Normal University,Jinhua Zhejiang 321000,China)

机构地区：[1]浙江师范大学法学院,浙江金华321000

出　　处：《城市学刊》2024年第3期49-56,共8页Journal of Urban Studies

基　　金：国家社会科学基金重大项目(23&ZD139)。

摘　　要：物业收费困境是城市住宅小区治理中的顽疾之一,引发的小区治理失序已经成为普遍难题。物业收费困境一方面是由物业管理服务的公共性、隐蔽性所致;另一方面也与小区治理中的制度、规则供给不完善有关。在提高业主履约意识、促成业主履约行为的过程中,情感作为嵌入其中的非正式规则能够发挥重要作用。物业管理人员通过满足业主的需求建立情感连带,积累情感资源,进而以人情规则、面子规则、关系逻辑等策略来化解物业收费困境。积累和运用情感资源能够实现双方关系转化,提高信任度以降低交易成本,减少双方的矛盾纠纷。把情感规则运用于物业收费情境中是正式规则与非正式规则的融合,这对重塑物业管理制度、化解物业管理困境将起到积极作用。Property charging dilemma is one of the persistent problems in the governance of urban residential communities,and the disorder of community governance triggered by it has become a universal problem.Property charging dilemma is caused by the publicity and concealment of property management service,which is also related to the imperfection of the system and rule supply in the community governance.In the process of raising owners' awareness of compliance and promoting the owner's performance behavior,emotion as an embedded informal rule can play an important role.Property managers establish emotional ties and accumulate emotional resources by meeting the needs of owners,and then overcome the dilemma of property charging with strategies such as the rules of personal relationships,the rules of face-saving,and relationship logic.Accumulation and use of emotional resources can achieve the transformation of the bilateral relations,improve trust to reduce transaction costs,and reduce conflicts and disputes between the two sides.Applying emotional rules to the property charging situation is the integration of formal and informal rules,which plays a positive role in reshaping the property management system and overcoming the property management dilemma.

关 键 词：物业收费困境 非正式规则 情感资源 情感产生 情感运用 

分 类 号：D90-052[政治法律—法学理论]