In the past decade, the nature of the property management service has been changing from providing basic elements such as cleansing, security, maintenance etc. to nowadays more and more added value services which have been applied in the daily operations and in fact far away from the basic nature of property management service but with more personalized, tailor made services to be included in order to upgrade the service quality as well as enhance the customer satisfaction. Different kinds of added value services have been used such as the postal service, copy & fax service, dry cleaning, dinning booking etc. are commonly applied in the property management services. In recent ten years, the concept of residential concierge service has been widely introducing into the residential properties in Hong Kong. Such concept is generally copied from the concierge service in hospitality industry which the department provides the tailor made and personalized service to solve the customer’s enquire without saying “no” in order to delight the customer in every touch. The concierge service is easily to enhance the customer satisfaction if the service provided excessed the customer expectation. In this circumstance, the concept of the concierge service has been applied into residential property as the provision of residential concierge service somehow could represent the level of luxury of people who are living in the property. The property management company makes use of the residential concierge service to make its product or service different over other competitors. The impacts of the application of the service seem positive in view of the increment of the number of the application in these recent years. Actually, the residential concierge service in this several years is not the monopoly for luxury residential properties but becomes one of the necessary service or item to be included under property management services. It is easily to discover that most of the newly established residential properties are equipped with the residential concierge service and the service standard has been tended to professional as in hospitality industry. It is believed that the application of the service could upgrade the service quality, enhance the customer loyalty and eventually gain business and enhance company reputation. Nevertheless, the impacts of the application of the residential concierge services have not been proved as there are fewer studies had conducted in the past although the application of the concept in the property management industry has been widely used. It is valuable to have an in depth study in order to realize the influences and further areas of the application in the future. / published_or_final_version / Housing Management / Master / Master of Housing Management

There were many termination cases of Property Managers by Owners ‘Corporations in Hong Kong. The so-called IO has the absolute power to appoint a building manager to manage their housing estate, factory or commercial building, etc. Previous studies are focused the conflicts, service quality and the DMC clauses to discuss the main reasons of termination. Conflicts has been arisen by many reasons, most likely are produced by property managers and developer by their management and staff performance, yet, the writer would like to find out any other reasons from the view of customer. Customers have various opinions for the service, how can the property managers find a way to maintain the management agreement and to get the satisfaction of owners? The goal of the study is to find out the main reason of the termination of the contract of a property management company, and what the committee members of owners ‘corporation expect the property managers to perform their job. The writer would consolidate the previous finding from the scholars and students who studied in customer relationship and service quality, and the topics of conflicts between the property managers and owners corporation. The writer would suggest some ideas to help the Property Managers to have a better working strategy when facing Owners’ Corporation. / published_or_final_version / Housing Management / Master / Master of Housing Management

Thesis (M. Hous. M.)--University of Hong Kong, 2002. / Includes bibliographical references (leaves 105-107).

Thesis (M.Hous.M.)--University of Hong Kong, 2003. / Includes bibliographical references (leaves 78-80) Also available in print.

Thesis (M.Hous.M.)--University of Hong Kong, 2003. / Includes bibliographical references. Also available in print.

Thesis (M.Hous.Man.)--University of Hong Kong, 2009. / Includes bibliographical references.

Thesis (M.Hous.Man.)--University of Hong Kong, 2009. / Includes bibliographical references (p. 109-112).

Thesis (M.Hous.M.)--University of Hong Kong, 1998. / Includes bibliographical references (leaves 125-133). Also available in print.

Thesis (M.Hous.M.)--University of Hong Kong, 2002. / Includes bibliographical references (leaves 105-107). Also available in print.

Thesis (M.Hous.M.)--University of Hong Kong, 2004. / Also available in print.