基于PZB模式的福建物业服务品质缺口研究

A study on Service Gap of Property Management Industry in Fujian Based on PZB Conceptual Model

福建的物业管理经过20余年发展,初步形成了涵盖公共服务、专项服务及特约服务、资产管理的较为全面的服务范围。但由于企业、行业、业主、社会环境等多方面原因导致了物业服务品质缺口较大。物业服务企业可以通过PZB模式识别自身的服务品质缺口,寻找在员工心态、员工素质、监管能力、业委会缺失、行业宣传等多方面产生缺口的原因,并积极寻求改进方案。

After 20 years of development,Fujian Property Management covers full range of public services,special services and occasional services,real property management.But due to various reasons from all walks of life such as enterprise,industry,the owners,the social environment,there still exists great service quality gap.Property services companies can identify quality gap through PZB mode,identifying the reasons of gap in staff mentality,staff quality,regulatory capability,the weakness in property owner＇s society and publicity so that active improvements can be sought.