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随着市场化程度不断提高,我国住宅物业管理企业基本服务越来越趋同,企业声誉被认为是一种可以带来持续竞争优势的无形资产,对于企业的战略意义越来越凸显。而住宅物业管理企业由于自身的特殊性,企业声誉更是作为其服务软实力的基础和来源,能够帮助有效的培养和维系业主的忠诚度和满意度。本文立足业主视角的物业管理企业声誉影响因子确立应当遵循的原则,确立了四个影响物业管理企业声誉评价的主要因子及其底层指标。
With the increasing degree of marketization, the basic services of our country’s residential property management enterprises are getting more and more similar. The reputation of a company is considered as an intangible asset that can bring sustainable competitive advantage. The strategic significance of the enterprise is more and more obvious. Due to its particularity, residential property management enterprise is the basis and source of its service soft power, which can help to effectively cultivate and maintain the owner’s loyalty and satisfaction. Based on the principle of property management company reputation influencing factors, this paper establishes the four principles that should be followed, and establishes four main factors that affect the reputation evaluation of property management companies and their underlying indicators.