Publications / 2010 Proceedings of the 27th ISARC, Bratislava, Slovakia

New Service Development Model for Property Management Company

Ming-Hsiu Tsai, Kuan-Ju Wang
Pages 644-653 (2010 Proceedings of the 27th ISARC, Bratislava, Slovakia, ISBN 978-80-7399-974-2, ISSN 2413-5844)

To enhance the service quality of property management companies (PMCs), this study focuses on no service quality evaluation but the new service development so that the companies can design new and critical services to meet consumers’ needs. Service positioning and design are two primary issues for new service development. Accordingly, a three-dimensional property management service development architecture, which describes service positioning and service context, was schemed previously to be the reference for creating the new service development model for PMCs. In the model, Service Demand Map (SDM) and Service Providing Map (SPM), two graphical service positioning tools, need to generate to delineate the distributions of consumers’ service requirements and PMCs’ service products respectively. By overlapping analysis of SDM and SPM, the service vacancy of a PMC can be discovered subsequently. According to the PMC’s service vacancy, a new service with its context can be designed finally by using axiomatic design methodology and service blueprint philosophy.

Keywords: Property management, service map, service blueprint, service design