This study is about the provision of value added services by management companies in Hong Kong, mainly focusing on middle class private residential properties. It is found that more and more value added services have been offered by management companies owing to the competitive market, escalating aspiration of residents and legal amendment.
It is generally believed that provision of value added services is able to enhance competitive ability of management companies. Thus, management companies are willing to spend extra resources on the provision of the said services.
On the other side, it is not difficult to find some front line staff of management companies complaining that the supporting from management companies are not sufficient for the provision of value added services. Then, they express that other management services and internal service quality have been affected adversely. These negative influences are not favorable for enhancing the competitive abilities of management companies.
In this connection, the goal of this study is to find out the influences caused by the provision of value added services and provide recommendations to management companies for enhancing their competitive abilities in the market. 5 objectives have been set accordingly.
Objective 1 is to explore the value added services provided by management companies in Hong Kong. For competing objective 1, a number of value added services offered by management companies have been identified. The value added services have been categorized into 5 groups based on their features.
Objective 2 is to study business theory for enhancing profit, growth or competitive abilities of companies. Business theories including profit-service chain and satisfaction-service chain have been studied. Then, service-profit chain has been utilized to be the framework of methodology. Two questionnaires for residents and employees of management companies have been designed mainly based on the concept of service-profit chain.
Objective 3 is to find out the value of value added services from residents' point of views. This objective has been completed by questionnaires. In addition, the influences caused by the provision of value added services on the value of other management services and internal service quality, from residents' and employees' point of views, have also been found by questionnaires for completing objective 4.
Although the ranking of importance of value added services is behind some basic and essential management services including security, financial management, repair & maintenance and cleaning based on the reply of residents. It is found that, from residents' point of views, the value of value added services is high. It is estimated that management companies are able to enhance their competitive abilities by providing the said services.
However, some negative influences in the value of other management services and internal service quality have been caused based on the reply of residents and employees. Both of the residents and employees express that the efficiency and quality of management services have been reduced. Besides, based on the reply of parts of employees, the additional working pressure has been caused by the provision of value added services. Turnover might be caused.
For minimizing the negative influences and completing objective 5, recommendations have been offered accordingly for enhancing competitive abilities of management companies. / published_or_final_version / Housing Management / Master / Master of Housing Management
| Identifer | oai:union.ndltd.org:HKU/oai:hub.hku.hk:10722/194937 |
| Date | January 2013 |
| Creators | Yu, Yee-wah, 余綺華 |
| Publisher | The University of Hong Kong (Pokfulam, Hong Kong) |
| Source Sets | Hong Kong University Theses |
| Language | English |
| Detected Language | English |
| Type | PG_Thesis |
| Rights | Creative Commons: Attribution 3.0 Hong Kong License, The author retains all proprietary rights, (such as patent rights) and the right to use in future works. |
| Relation | HKU Theses Online (HKUTO) |
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