物业服务企业与业主的利益冲突及其管理

The Conflicts Between Property Services Companies and the Owners and Its Management

文章认为,业主是物业服务企业最重要的外部利益相关者,在实际运作中业主与物业服务企业存在着物业收费、物业功能维修、公共秩序维护、物业资产管理等方面的利益关联或冲突,而冲突的根本原因在于法律法规滞后且不完善、物业服务行业与企业可持续发展面临多重问题、业主服务消费观念淡薄、业主维权意识与方式不当等。文章指出,利益冲突的有效解决需要企业、业主、政府、行业协会、社会媒体等多方利益相关者依据冲突管理的不同阶段展开系统地管理。

Property owners are the most important external stakeholders, which has a lot of conflicts such as property service charges, the property function maintenance, public order management, property value-added in the actual operation with the property services companies. The underlying reason includes the lagging behind laws and regulations, property service companies and industry is facing multiple problems of sustainable development, the weak consumer service concepts of owners, the appropriateness rights awareness and ways of owners. It needs the enterprise, the owner, the government, trade associations, social media and other stakeholders to solve these conflicts according to different stages of conflict.