我国经过改革开放 40 年来的高速发展，人民生活水平大幅提升， 中等收入群体不断扩大，居民对物业服务质量的要求明显提升，居住、 家政、养老等高端化、个性化、服务化需求快速增长，更加注重消费 的体验感，更加注重服务质量的优劣，更加注重人与环境和谐共生。 物业的基础服务已经不能满足人们的需求。如何满足人们对物业服务 的要求，是物业服务企业一直在创新探索的问题。 本论文主要围绕高质量发展背景下的物业服务创新策略展开研 究，依据房产保值增值理论、4C 理论、马斯洛需求层次理论下的物 业服务创新及借鉴国内典型物业服务企业创新发展等，以江西新力置 地物业服务有限公司（以下简称“新力物业”）为研究对象，通过对 其管理的小区业主进行调研，分析了传统物业服务存在的不足。 提出新力物业在高质量发展背景下应从加强前期介入团队建设、 强化自有专业技术团队建设、搭建并深化“悦服务”线上生活平台、 强化线下自有社区配套品牌生活店建设等方面进行创新完善。本文的 研究，能进一步满足业主高质量、多样化及多维度的需求，对推动物 业服务行业的发展具有一定的启示作用。 关键词，物业服务，保值增值，业主需求，服务创新 论文类型，（3）应用/专题研究IV RESEARCH ON PROPERTY SERVICE INNOVATION STRATEGY UNDER THE BACKGROUND OF HIGH QUALITY DEVELOPMENT ABSTRACT After 40 years of high-speed development of reform and opening-up in China, people's living standards improved, moderate income group is constantly expanding, residents claim to the property management service quality improved significantly, housing, housekeeping, pension and other high-end service, personalized, can rapid growth of demand, pay more attention to consumer experience, pay more attention to the quality of service, people pay more attention to the harmonious coexistence with the environment. The basic services of the property can no longer meet people's needs. How to meet people's requirements for property service is a question that property service enterprises have been exploring innovatively. Under the background of this paper is mainly about high quality development of realty service innovation strategy study, on the basis of real estate value theory, the 4 c theory, maslow's hierarchy of needs of property service innovation and draw lessons from the domestic typical realty service enterprise innovation and development, etc., with jiangxi sne land property service co., LTD. (hereinafter referred to as the SONY property) as the research object, through the research management of the owners of the community, analysis of the defects in the traditional property management services. It is proposed that under the background of high-quality development, xinli property should strengthen the team construction at the early stage, strengthen the construction of self-owned professional technical team, build and deepen the online life platform of yue service, and strengthen the construction of the offline self-owned community supporting brand life shop. The study in this paper can further meet the high quality, diversified and multi-dimensional needs of property owners, and has some inspiration for promoting the development of the property service industry. Key words: property services；Maintain and increase value；Customer demand； Service innovation TYPE OF DISSERTATION / THESIS: （3）Application Research浙江工业大学硕士学位论文 高质量发展背景下的物业服务创新策略研究—以新力物业为例 V 目 录 1 绪论...................................................1 1.1 选题背景.....................................................1 1.1.1 品牌开发商将物业服务作为企业品牌建设的重要内容 .........1 1.1.2 业主需要超出基础物业服务之外的服务内容 .................1 1.1.3 物业服务的价值已得到资本市场的关注 .....................1 1.2 研究意义.....................................................2 1.3 研究的内容与方法.............................................3 1.3.1 研究内容 ...............................................3 1.3.2 研究方法 ...............................................4 1.3.3 论文创新之处 ...........................................4 2 相关概念及文献综述 .....................................5 2.1 基本概念.....................................................5 2.1.1 物业服务 ...............................................5 2.1.2 高质量发展 .............................................6 2.1.3 高质量发展房产保值增值 .................................8 2.1.4 物业服务创新 ...........................................9 2.1.5 4C 理论在物业服务中的应用 ...........................11 2.2 境外研究综述................................................12 2.3 国内研究综述................................................13 2.3.1 国内研究观点 ..........................................13 2.3.2 研究评述 ..............................................15 3 南昌物业行业现状和新力物业 SWOT 分析 ................... 16 3.1 南昌市物业行业现状..........................................16 3.2 新力物业服务现状分析 .......................................18 3.2.1 新力物业的基本情况....................................18 3.2.2 新力物业三阶段服务模式................................19 3.2.3 新力物业“新力帝泊湾” 小区服务创新...................20 3.3 新力物业的 SWOT 分析 ........................................21 3.3.1 新力物业的优势 ........................................21 3.3.2 新力物业的劣势 ........................................23 3.3.3 新力物业面临的机会 ....................................25 3.3.4 新力物业面临的挑战 ....................................26 3.3.5 新力物业 SWOT 分析综述 .................................27浙江工业大学硕士学位论文 高质量发展背景下的物业服务创新策略研究—以新力物业为例 VI 4 业主对新力物业评价与服务需求分析 ...................... 28 4.1 小区物业服务满意度调查......................................28 4.1.1 被调查业主的基本情况 ..................................28 4.1.2 数据收集与整理 ........................................29 4.2 业主需求分析 ...............................................31 5 国内先进企业物业服务创新经验 .......................... 34 5.1 彩生活“互联网+物业”服务模式...............................34 5.2 绿城服务“物业服务+园区服务+咨询服务”三驾马车模式..........38 5.3 万科物业探索“物业城市”新模式..............................42 5.4 国内先进物业经验借鉴........................................45 5.4.1 创造用户价值，成为资源整合商 ..........................46 5.4.2 利用互联网拓展服务内容和管理面积 ......................46 5.4. 3 坚持绿色发展..........................................47 5.4.4 与资本市场融合，做大做强 ..............................47 5.4.5 紧跟租赁政策的浪潮 ....................................47 5.4.6 专业型物业需强化专属服务领域优势 ......................48 6 新力物业服务创新模式的策略............................ 49 6.1 新力物业的品牌战略 .........................................49 6.2 建立服务创新评价体系 .......................................50 6.3 加强前期介入服务 ...........................................51 6.4 在高质量发展背景下搭建“360 悦服务”线上平台................52 6.5 拓宽服务内容,强化自有专业技术团队 ..........................53 6.6 精细化服务标准及强化内容管理 ...............................54 6.7 强化自有品牌社区配套建设 ...................................55 6.8 创建社会组织孵化中心 .......................................56 6.9 创办社区经济众创空间 .......................................58 7 研究结论、不足与建议..................................60 7.1 研究结论 ...................................................60 7.2 研究不足 ...................................................60 7.3 研究建议 ...................................................61