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postgraduate thesis: A study on the impacts of residential concierge service in Hong Kong

TitleA study on the impacts of residential concierge service in Hong Kong
Authors
Issue Date2012
PublisherThe University of Hong Kong (Pokfulam, Hong Kong)
Citation
Tsui, K. [徐家玉]. (2012). A study on the impacts of residential concierge service in Hong Kong. (Thesis). University of Hong Kong, Pokfulam, Hong Kong SAR. Retrieved from http://dx.doi.org/10.5353/th_b4834350
AbstractIn the past decade, the nature of the property management service has been changing from providing basic elements such as cleansing, security, maintenance etc. to nowadays more and more added value services which have been applied in the daily operations and in fact far away from the basic nature of property management service but with more personalized, tailor made services to be included in order to upgrade the service quality as well as enhance the customer satisfaction. Different kinds of added value services have been used such as the postal service, copy & fax service, dry cleaning, dinning booking etc. are commonly applied in the property management services. In recent ten years, the concept of residential concierge service has been widely introducing into the residential properties in Hong Kong. Such concept is generally copied from the concierge service in hospitality industry which the department provides the tailor made and personalized service to solve the customer’s enquire without saying “no” in order to delight the customer in every touch. The concierge service is easily to enhance the customer satisfaction if the service provided excessed the customer expectation. In this circumstance, the concept of the concierge service has been applied into residential property as the provision of residential concierge service somehow could represent the level of luxury of people who are living in the property. The property management company makes use of the residential concierge service to make its product or service different over other competitors. The impacts of the application of the service seem positive in view of the increment of the number of the application in these recent years. Actually, the residential concierge service in this several years is not the monopoly for luxury residential properties but becomes one of the necessary service or item to be included under property management services. It is easily to discover that most of the newly established residential properties are equipped with the residential concierge service and the service standard has been tended to professional as in hospitality industry. It is believed that the application of the service could upgrade the service quality, enhance the customer loyalty and eventually gain business and enhance company reputation. Nevertheless, the impacts of the application of the residential concierge services have not been proved as there are fewer studies had conducted in the past although the application of the concept in the property management industry has been widely used. It is valuable to have an in depth study in order to realize the influences and further areas of the application in the future.
DegreeMaster of Housing Management
SubjectReal estate management - China - Hong Kong.
Dept/ProgramHousing Management

 

DC FieldValueLanguage
dc.contributor.authorTsui, Ka-yuk.-
dc.contributor.author徐家玉.-
dc.date.issued2012-
dc.identifier.citationTsui, K. [徐家玉]. (2012). A study on the impacts of residential concierge service in Hong Kong. (Thesis). University of Hong Kong, Pokfulam, Hong Kong SAR. Retrieved from http://dx.doi.org/10.5353/th_b4834350-
dc.description.abstractIn the past decade, the nature of the property management service has been changing from providing basic elements such as cleansing, security, maintenance etc. to nowadays more and more added value services which have been applied in the daily operations and in fact far away from the basic nature of property management service but with more personalized, tailor made services to be included in order to upgrade the service quality as well as enhance the customer satisfaction. Different kinds of added value services have been used such as the postal service, copy & fax service, dry cleaning, dinning booking etc. are commonly applied in the property management services. In recent ten years, the concept of residential concierge service has been widely introducing into the residential properties in Hong Kong. Such concept is generally copied from the concierge service in hospitality industry which the department provides the tailor made and personalized service to solve the customer’s enquire without saying “no” in order to delight the customer in every touch. The concierge service is easily to enhance the customer satisfaction if the service provided excessed the customer expectation. In this circumstance, the concept of the concierge service has been applied into residential property as the provision of residential concierge service somehow could represent the level of luxury of people who are living in the property. The property management company makes use of the residential concierge service to make its product or service different over other competitors. The impacts of the application of the service seem positive in view of the increment of the number of the application in these recent years. Actually, the residential concierge service in this several years is not the monopoly for luxury residential properties but becomes one of the necessary service or item to be included under property management services. It is easily to discover that most of the newly established residential properties are equipped with the residential concierge service and the service standard has been tended to professional as in hospitality industry. It is believed that the application of the service could upgrade the service quality, enhance the customer loyalty and eventually gain business and enhance company reputation. Nevertheless, the impacts of the application of the residential concierge services have not been proved as there are fewer studies had conducted in the past although the application of the concept in the property management industry has been widely used. It is valuable to have an in depth study in order to realize the influences and further areas of the application in the future.-
dc.languageeng-
dc.publisherThe University of Hong Kong (Pokfulam, Hong Kong)-
dc.relation.ispartofHKU Theses Online (HKUTO)-
dc.rightsThe author retains all proprietary rights, (such as patent rights) and the right to use in future works.-
dc.rightsCreative Commons: Attribution 3.0 Hong Kong License-
dc.source.urihttp://hub.hku.hk/bib/B4834350X-
dc.subject.lcshReal estate management - China - Hong Kong.-
dc.titleA study on the impacts of residential concierge service in Hong Kong-
dc.typePG_Thesis-
dc.identifier.hkulb4834350-
dc.description.thesisnameMaster of Housing Management-
dc.description.thesislevelMaster-
dc.description.thesisdisciplineHousing Management-
dc.description.naturepublished_or_final_version-
dc.identifier.doi10.5353/th_b4834350-
dc.date.hkucongregation2012-

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