但是，随着我国经济的发展，我国人民的生活水平得到了质的飞跃，人们开始对
生活的品质越来越讲究，对物业服务企业的期望逐步增高，客户需求越来越多样化，
人们已经不再满足于物业服务企业所提供的基础物业服务；物业服务企业成本压力特
别是人力成本压力已成为企业发展的障碍，甚至影响到企业的生存问题；随着物业服
务行业市场化竞争日趋激烈，物业服务企业想通过拓展项目开赢得更多的客户资源，
为多种经营和服务提供广阔的平台，从而赢得更大的利润空间
本文就是以上海万科物业服务有限公司（简称 V 物业公司）为案例，V 物业公司
是万科集团在上海区域开发住宅项目的物业管理企业。通过 V 物业公司内部客户满意
度调研、同行企业高管的沟通调研，通过对调研数据的整理，分析了 V 物业公司服务
模式存在的问题，从成本压力、客户需求、外部市场竞争三个维度提出改进意见，完
善 V 物业公司服务模式的创新，通过建立差异化服务模式、建立多种经营模式、建立
增值服务模式，来其缓解 V 物业公司成本压力、满足客户满意度需求、提升市场竞争
能力，增长项目利润空间、提升社区业主满意
关键词：物业服务；服务创新；客户需求；成本压力；市场化竞争III
Abstract
With the deepening of China&39;s housing reform and the continuous improvement of the
commercial housing market, the residential community has gradually become the most
common way of living of the people, the property services industry has also emerged and
rise. Property service enterprises are mainly entrusted by all the owners of the community,
through the signing of the property service contract to agree on the scope of service,
responsibilities and obligations of property services companies.
However, since the economy of China has developed so rapidly, the Chinese living
standard in China has been a qualitative leap. People start to the quality of life more and
more exquisite, the property service enterprise&39;s expectations gradually increased and
customers demand more and more diversified. People are no longer satisfied to the
property service enterprise by property services.
In addition, the human cost of the property service enterprises is increasing year by
year, and the pressure of labor cost has brought great pressure to the property service
enterprise. To carry out a variety of business, to provide extended services, in order to
make the property services enterprises in the increasingly high labor costs to ensure that
the basic profit today, in the fierce competition in the property services industry continues
to survive.
At the same time, the property services industry market competition is becoming
increasingly fierce, many property services companies want to acquire other companies
and other companies to take over the project, to compete for more community resources to
win more customers and provide a broad platform for a variety of business and service, to
win more profits. In order to survive in the fierce market competition, property service
enterprises must upgrade their services and create their own core competitiveness.
This paper is taking Shanghai Vanke Property Services Limited (hereinafter referred to as
the V property company) as a case study of innovation and change the mode of property
services, so as to improve the level of property services and service quality, meet the needs
of the community owners demand, community owners solve pain points, increase projectIV
profit space, enhance the community satisfaction of the owner.
Keywords ： Property service; Service innovation; Customer demand; Cost pressure;
M arketting competition目录
致 谢.......I
摘要......II
Abstract.. III
第 1 章 绪论.1
1.1 研究背景1
1.2 研究目的和意义 ...... 2
1.2.1 研究目的 ........2
1.2.2 研究意义 ........3
1.3 国内外研究现状 ...... 4
1.3.1 国外研究现状 ....4
1.3.2 国内研究现状 ....6
1.3.3 国内外研究现状评述 ..........6
1.4 研究内容和方法...... 7
1.4.1 研究内容 ........7
1.4.2 研究方法 ........8
1.4.3 技术路线 ........9
第 2 章 物业服务模式的相关理论......10
2.1 物业服务模式 ....... 10
2.1.1 物业服务的定义 .10
2.1.2 物业服务模式分类和特征 .....13
2.2 客户需求相关理论 ... 15
2.3 差异化竞争相关理论. 17
第 3 章 V 物业公司服务模式的现状及问题分析 ......19
3.1 V 物业公司介绍 ..... 19
3.2 V 物业公司服务模式调研 ......... 20
3.2.1 客户满意度调查 .20
3.2.2 同行企业调研 ...233.3 服务模式现状及问题分析......... 25
3.3.1 成本压力的问题分析 .........25
3.3.2 客户需求的问题分析 .........28
3.3.3 外部市场竞争的问题分析 .....31
第 4 章 V 物业公司服务模式的改进建议33
4.1 服务模式改进的目的 . 33
4.2 创新模式要点 ....... 33
4.2.1 基层数据建模改进 ...........33
4.2.2 服务创新模式 ...34
4.2.3 配套推广机制 ...37
第 5 章 V 物业公司服务创新模式的修正实施 ........39
5.1 关于成本压力的服务创新模式改进措施 ......... 39
5.1.1 建立多种经营服务模式 .......39
5.1.2 利用互联网+整合社区资源 ....40
5.1.3 建立多种经营服务模式的沟通渠道 .........40
5.2 关于客户需求的服务创新模式改进措施 ......... 41
5.2.1 建立差异化服务模式 .........41
5.2.2 建立增值服务模式 ...........42
5.3 关于外部市场竞争的服务创新模式改进措施 ..... 42
5.3.1 利用互联网+技术建立服务平台 42
5.3.2 建立延伸服务模式
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