Research on property service mode innovation in the context of transformation and upgrading
Abstract
Property service mode innovation is the basic means of property service enterprise management. Discussing the property service mode in terms of transformation and upgrading is of rich research significance, taking Wenzhou Sapphire Property Service Co. LTD. in China (hereafter referred to as “Sapphire Service”) as an example. First, based on the development of property service in China, this paper summarizes the 4E mode of traditional property service, ensuring cleaning, ensuring greening, ensuring maintenance and ensuring security, and analyzes the existing problems. Second, combined with the development needs of the property service industry, this paper proposes the 4R mode of modern property service, realizing quality requirements, realizing pleasure service, realizing social responsibility and realizing green health, and summarizes its basic characteristics. Finally, based on the above modes in the practice at Sapphire Service, some management implications are put forward for the industrial transformation and upgrading requirements.
Keyword : transformation and upgrading, property service mode, 4E mode, 4R mode, management implications
How to Cite
Liu, L., Zuo, W., Hu, Q., & Zeng, L. (2022). Research on property service mode innovation in the context of transformation and upgrading. International Journal of Strategic Property Management, 26(5), 332–344. https://doi.org/10.3846/ijspm.2022.17588
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
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Mellor, R., & Hyland, P. W. (2005). Manufacturing management programs: are developing economies bridging the strategic gap? Technovation, 25(8), 857–863. https://doi.org/10.1016/j.technovation.2004.01.009
Natale, J., Wang, S. Y., & Taylor, J. (2014). Using lean six sigma to transform hospital system primary care practices into a patient-centered medical home. In IIE Annual Conference (pp. 213–222). http://www.xcdsystem.com/iie2014/abstract/finalpapers/I109.pdf
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Pla-Barber, J., León-Darder, F., & Villar, C. (2011). The internationalization of soft-services: entry modes and main determinants in the Spanish hotel industry. Service Business, 5, 139–154. https://doi.org/10.1007/s11628-011-0106-x
Rephann, T. (2008). Rental housing and crime: the role of property ownership and management. Working Papers, 43(2), 435–451. https://doi.org/10.1007/s00168-008-0215-1
Schröeder, A. (2015). The end of cheap labour? Industrial transformation and “social upgrading” in China. By Florian Butollo. International Labour Review, 154(3), 413–415. https://doi.org/10.1111/j.1564-913X.2015.00247.x
Shen, H. M., Tu, K. J., & Chiang, T. Y. (2021). Establish a customer property service strategy framework. International Journal of Strategic Property Management, 25(3), 204–215. https://doi.org/10.3846/ijspm.2021.14568
Villar, C., Pla-Barber, J., & Leon-Darder, F. (2012). Service characteristics as moderators of the entry mode choice: empirical evidence in the hotel industry. Service Industries Journal, 32(7–8), 1137–1148. https://doi.org/10.1080/02642069.2012.662497
Wang, K. C., Almassy, R., Wei, H. H., & Shohet, I. M. (2022). Integrated building maintenance and safety framework: educational and public facilities case study. Buildings, 12(6), 770. https://doi.org/10.3390/buildings12060770
Wang, Y. H., Shih, K. H., & Yeh, H. H. (2018). Effect of new service modes was introduced to banking industry: a comparative analysis of internet and mobile banking. International Journal of Mobile Communications, 16(3), 328–340. https://doi.org/10.1504/IJMC.2018.091384
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Wu, Q. (2012). Realistic meaning and realization path of SMEs’ business model innovation. On Economic Problems, 34(9), 79–82. http://en.cnki.com.cn/Article_en/CJFDTOTAL-JJWT201209017.htm
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Yang, Z. A., & Li, M. H. (2019). The mechanism and effect of fiscal expenditure policy affecting industrial structure: system GMM empirical test based on China provincial panel data. Journal of Liaoning University (Philosophy and Social Sciences Edition), 46(6), 45–54. https://d.wanfangdata.com.cn/periodical
Ye, D., Wu, Y. J., & Goh, M. (2020). Hub firm transformation and industry cluster upgrading: innovation network perspective. Management Decision, 58(7), 1425–1448. https://doi.org/10.1108/MD-12-2017-1266
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1), 1–12. https://doi.org/10.1177/0092070393211001
Zuo, W. J., Li, D. F., & Yu, G. F. (2020). A general multi-attribute multi-scale decision making method based on dynamic LINMAP for property perceived service quality evaluation. Technological and Economic Development of Economy, 26(5), 1052–1073. https://doi.org/10.3846/tede.2020.12726
Zuo, W. J., Li, D. F., Yu, G. F., & Zhang, L. P. (2019). A large group decision-making method and its application to the evaluation of property perceived service quality. Journal of Intelligent & Fuzzy Systems, 37(1), 1513–1527. https://doi.org/10.3233/JIFS-182934
Zuo, W. J., Zhang, X. X., Zeng, S. Z., & Liu, L. J. (2021). A LINMAP method based on the bounded rationality of evaluators for property service quality evaluation. ACCESS, 9, 122668–122684. https://doi.org/10.1109/ACCESS.2021.3109296
Chen, H., & Ding, Y. Q. (2014). A study of the models of urban community-based care for elderly people in China. Journal of Jiangsu University, 16(2), 14–18. http://qikan.cqvip.com/Qikan/Article/Detail?id=49249660
Cheong, T. S., & Wu, Y. (2014). The impacts of structural transformation and industrial upgrading on regional inequality in china. China Economic Review, 31, 339–350. https://doi.org/10.1016/j.chieco.2014.09.007
Chiang, T. Y., & Perng, Y. H. (2018). A new model to improve service quality in the property management industry. International Journal of Strategic Property Management, 22(5), 436–446. https://doi.org/10.3846/ijspm.2018.5226
Darwish, A., & Hassanien, A. E. (2022). IoHCT: Internet of cultural heritage things digital twins for conservation and health monitoring of cultural in the age of digital transformation. In A. E. Hassanien, A. Darwish, & V. Snasel (Eds.), Studies in systems, decision and control: Vol. 423. Digital twins for digital transformation: innovation in industry (pp. 1–21). Springer. https://doi.org/10.1007/978-3-030-96802-1_1
Deng, R., & Wang, W. (2004). Study on the mode of property management customer’s service center. In Proceedings of 2004 International Conference on Construction & Real Estate Management (pp. 427–431). Shenzhen Polytechnic, Shenzhen.
Du, K., Cheng, Y., & Yao, X. (2021). Environmental regulation, green technology innovation, and industrial structure upgrading: the road to the green transformation of Chinese cities. Energy Economics, 98, 105247. https://doi.org/10.1016/j.eneco.2021.105247
Eichholtz, P., Holtermans, R., & Ynder, E. (2016). The economic effects of owner distance and local property management in US office markets. Journal of Economic Geography, 16(4), 781–803. https://doi.org/10.1093/jeg/lbv018
Foellmi, R., & Zweimüller, J. (2008). Structural change, Engel’s consumption cycles and Kaldor’s facts of economic growth. Journal of Monetary Economics, 55(7), 1317–1328. https://doi.org/10.1016/j.jmoneco.2008.09.001
Gan, X. Q., Li, Y. J., & Jiang, B. W. (2020). Fiscal decentralization, local government behavior and upgrading of industrial structure. Reform, 36(10), 86–103. http://www.cqvip.com/QK/94534X/202010/7103063671.html
Gazcón-Rivera, A., Nosedal-Sánchez, J., & Trigos, F. (2021). Transactional failure mode and effect analysis an application to map risks in the service industry. Case Studies on Transport Policy, 9(2), 1467–1475. https://doi.org/10.1016/j.cstp.2021.07.004
Gereffi, G. (1999). International trade and industrial upgrading in the apparel commodity chain. Journal of International Economics, 48(1), 37–70. https://doi.org/10.1016/S0022-1996(98)00075-0
Gomes, L. F. A. M., & Rangel, L. A. D. (2009). An application of the Todim method to the multicriteria rental evaluation of residential properties. European Journal of Operational Research, 193(1), 204–211. https://doi.org/10.1016/j.ejor.2007.10.046
Greunz, L. (2004). Industrial structure and innovation-evidence from European regions. Journal of Evolutionary Economics, 14(5), 563–592. https://doi.org/10.1007/s00191-004-0234-8
Han, M. L. (2021). Research on the transformation and upgrading of China’s economic and industrial structure under the background of high-quality development [Doctoral dissertation]. Jilin University, China. http://cdmd.cnki.com.cn/Article/CDMD-10183-1021770790.htm
Huang, Y. H., & Lee, P. Z. (2019). Role of property management in service demands of elderly residents of apartment complexes. International Journal of Strategic Property Management, 24(1), 24–37. https://doi.org/10.3846/ijspm.2019.10852
Lin, S. S., Zuo, W. J., Lin, H. L., & Hu, Q. (2022). An online reviews information fusion method and its application to public property service quality evaluation. International Journal of Strategic Property Management, 26(1), 1–10. https://doi.org/10.3846/ijspm.2022.16172
Liu, X., Wu, Y., & Ren, H. (2013). Concept and service mode of property energy management. Heating Ventilating & Air Conditioning, 43(9), 62–65, 47. http://en.cnki.com.cn/Article_en/CJFDTotal-NTKT201309016.htm
Mahmood, B., Han, S. U., & Lee, D. U. (2020). BIM-based registration and localization of 3D point clouds of indoor scenes using geometric features for augmented reality. Remote Sensing, 12(14), 2302. https://doi.org/10.3390/rs12142302
Marcinkowski, B., & Gawin, B. (2021). Data-driven business model development – insights from the facility management industry. Journal of Facilities Management, 19(2), 129–149. https://doi.org/10.1108/JFM-08-2020-0051
Mellor, R., & Hyland, P. W. (2005). Manufacturing management programs: are developing economies bridging the strategic gap? Technovation, 25(8), 857–863. https://doi.org/10.1016/j.technovation.2004.01.009
Natale, J., Wang, S. Y., & Taylor, J. (2014). Using lean six sigma to transform hospital system primary care practices into a patient-centered medical home. In IIE Annual Conference (pp. 213–222). http://www.xcdsystem.com/iie2014/abstract/finalpapers/I109.pdf
Ngai, L. R., & Pissarides, C. A. (2007). Structural change in a multi-sector model of growth. The American Economic Review, 97(1), 429–443. https://doi.org/10.1257/aer.97.1.429
Pan, M., & Song, H. (2017). Transformation and upgrading of old industrial zones on collective land: empirical study on revitalization in Nanshan. Habitat International, 65, 1–12. https://doi.org/10.1016/j.habitatint.2017.04.014
Pla-Barber, J., León-Darder, F., & Villar, C. (2011). The internationalization of soft-services: entry modes and main determinants in the Spanish hotel industry. Service Business, 5, 139–154. https://doi.org/10.1007/s11628-011-0106-x
Rephann, T. (2008). Rental housing and crime: the role of property ownership and management. Working Papers, 43(2), 435–451. https://doi.org/10.1007/s00168-008-0215-1
Schröeder, A. (2015). The end of cheap labour? Industrial transformation and “social upgrading” in China. By Florian Butollo. International Labour Review, 154(3), 413–415. https://doi.org/10.1111/j.1564-913X.2015.00247.x
Shen, H. M., Tu, K. J., & Chiang, T. Y. (2021). Establish a customer property service strategy framework. International Journal of Strategic Property Management, 25(3), 204–215. https://doi.org/10.3846/ijspm.2021.14568
Villar, C., Pla-Barber, J., & Leon-Darder, F. (2012). Service characteristics as moderators of the entry mode choice: empirical evidence in the hotel industry. Service Industries Journal, 32(7–8), 1137–1148. https://doi.org/10.1080/02642069.2012.662497
Wang, K. C., Almassy, R., Wei, H. H., & Shohet, I. M. (2022). Integrated building maintenance and safety framework: educational and public facilities case study. Buildings, 12(6), 770. https://doi.org/10.3390/buildings12060770
Wang, Y. H., Shih, K. H., & Yeh, H. H. (2018). Effect of new service modes was introduced to banking industry: a comparative analysis of internet and mobile banking. International Journal of Mobile Communications, 16(3), 328–340. https://doi.org/10.1504/IJMC.2018.091384
Williams, P. A., Lovelock, B., Cabarrus, T., & Harvey, M. (2019). Improving digital hospital transformation: development of an outcomes-based infrastructure maturity assessment framework. JMIR Medical Informatics, 7(1), e12465. https://doi.org/10.2196/12465
Wu, Q. (2012). Realistic meaning and realization path of SMEs’ business model innovation. On Economic Problems, 34(9), 79–82. http://en.cnki.com.cn/Article_en/CJFDTOTAL-JJWT201209017.htm
Xie, J. J. (2013). Learning from Vanke’s good example: transformation and upgrading for development – speech by President of China Property Management Association at the third China Property Management Yangtze Forum. China Property Management, 12(7), 41–42. https://xuewen.cnki.net/CJFD-WYGL201307018.html
Yang, Y. C., & Tsai, M. T. (2021). Analysis and application of energy management in Industry 4.0 with TRIZ methodology. International Journal of Systematic Innovation, 6(3), 30–45. https://doi.org/10.6977/IJoSI.202103_6(3).0004
Yang, Z. A., & Li, M. H. (2019). The mechanism and effect of fiscal expenditure policy affecting industrial structure: system GMM empirical test based on China provincial panel data. Journal of Liaoning University (Philosophy and Social Sciences Edition), 46(6), 45–54. https://d.wanfangdata.com.cn/periodical
Ye, D., Wu, Y. J., & Goh, M. (2020). Hub firm transformation and industry cluster upgrading: innovation network perspective. Management Decision, 58(7), 1425–1448. https://doi.org/10.1108/MD-12-2017-1266
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1), 1–12. https://doi.org/10.1177/0092070393211001
Zuo, W. J., Li, D. F., & Yu, G. F. (2020). A general multi-attribute multi-scale decision making method based on dynamic LINMAP for property perceived service quality evaluation. Technological and Economic Development of Economy, 26(5), 1052–1073. https://doi.org/10.3846/tede.2020.12726
Zuo, W. J., Li, D. F., Yu, G. F., & Zhang, L. P. (2019). A large group decision-making method and its application to the evaluation of property perceived service quality. Journal of Intelligent & Fuzzy Systems, 37(1), 1513–1527. https://doi.org/10.3233/JIFS-182934
Zuo, W. J., Zhang, X. X., Zeng, S. Z., & Liu, L. J. (2021). A LINMAP method based on the bounded rationality of evaluators for property service quality evaluation. ACCESS, 9, 122668–122684. https://doi.org/10.1109/ACCESS.2021.3109296