物业管理的毕业论文大纲

物业管理的毕业论文提纲

物业管理基本内容按服务的性质和提供的方式可分为：常规性的公共服务、针对性的专项服务和委托性的特约服务三大类。也是我门最常接触的管理方式之一。

【摘要】

物业管理属于服务行业，所生产的是无形的服务产品，因此，客户服务水平的好坏直接影响业主对物业管理的满意程度，客户服务质量的好坏直接影响到物业管理企业的经营效益。本文围绕我市现时物业管理客户服务质量存在的主要问题，分析影响物业管理客户服务质量的主要因素，并有针对性地提出提高物业管理客户服务质量的建议。

物业管理行业存在的客户服务质量问题影响了物业管理企业的发展与社会和谐的建设，不断改善企业自身存在的问题和提高资质水平有利于客户服务质量水平的提高。随着人民生活水平与文化素质的不断提高，其消费观念、维权意识也在发生着巨大的变化，享受优质的物业管理客户服务已成为广大业主的心声。探讨如何协调物业管理企业和业主的关系，提高物业管理企业的'客户服务质量，对于建设和谐社区乃至推动社会的和谐发展具有重要意义。

【关健词】 物业管理 客户服务质量 对策

Abstract

Property management belong to the service sector, and the production of is the intangible service products, and therefore, the customer service level will have a direct impact on the owner of the property management in the satisfaction, customer service quality has a direct influence on the property management enterprise's operation efficiency. This paper focus on the current property management of quality service to customers, the main problems of property management of analysis on the main factors of quality service to customers, and thereafter puts forward improving customer service quality property management advice.

Property management industry existing customer service quality problem affected property management enterprise development and the construction of harmonious society, and constantly improve enterprise own problems and improve the level of qualification to raise the level of quality service to customers. As the people's living level and culture quality rise ceaselessly, the consumption idea, rights protection consciousness is also in having huge changes, enjoy high quality property management customer service has become a general owners' aspirations. Discusses how to coordinate the property management enterprise and the owner of the relationship, improve property management enterprise customer service quality and on the building of a harmonious community and promote the harmonious development of the society to have the important meaning.

【key word】 property management service quality Countermeasures

【摘要】

III Abstract

IV 第1章、物业管理客户服务概述

1 客户服务的含义

1 客户服务在物业管理中的作用 ............................................................................................................. 1 第2章、物业管理客户服务特性 ................................................................................................................. 1 服务和管理合二为一 ............................................................................................................................. 2 服务对象非常广泛，服务内容不断丰富 .............................................................................................

2 服务标准难于落实 ................................................................................................................................. 2 第3章、物业管理客户服务质量社会现状 ................................................................................................. 3 物业管理与业主之间矛盾重重 ............................................................................................................. 3 行业人才匮乏，高素质人才更是凤毛麟角 ......................................................................................... 3 客服资金投入与产出比例失调 ............................................................................................................. 4 物业管理的法制建设滞后 ..................................................................................................................... 4 第4章、影响物业管理客户服务质量的主要原因 ..................................................................................... 5 观念亟待转变，物业管理推广难 ......................................................................................................... 5 建筑工程遗留问题多，物业服务不到位 ............................................................................................. 5 市场竞争不足，服务质量提升难 ......................................................................................................... 5 物业管理公司游离于业主委员会 ......................................................................................................... 5 小区设施不健全 ..................................................................................................................................... 6 物业管理企业与业主缺乏沟通 ............................................................................................................. 6 第5章、如何做好物业客户服务工作 ......................................................................................................... 6 要摆正位置，调整心态 ......................................................................................................................... 6 要博学多才，能言善辩 ......................................................................................................................... 7 要严格自律，不计较个人得失 ............................................................................................................. 7 要明礼诚信，尽职尽则 ......................................................................................................................... 7 要追求卓越，勇于开拓 ......................................................................................................................... 7 适当地提供增值服务 ............................................................................................................................. 8

第6章、提高物业管理客户服务质量的建议 ............................................................................................. 8 加强小区基础设施建设 ......................................................................................................................... 8 引入优秀人才 ......................................................................................................................................... 8 建立良好的客户服务质量标准 ............................................................................................................. 8 建立规范合理的收费标准 ................................................................................................................... 10 强化业主权责意识

11 完善物业管理法律法规

11 结束语

12 参考文献

13 致谢