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Key success factors of building management in large and dense residential estates

Key success factors of building management in large and dense residential estates Purpose – Identifies major issues related to building management in the context of large and dense residential estates. Aims to understand the relationship between the owners and the building management company and determine the keys to success for building management in large and dense residential estates. Design/methodology/approach – Field interviews are conducted with the management committees of three residential estates. Semi‐structured questions are asked. A model of service quality is applied in the context of building management. Findings – A framework of the context of building management is constructed. The relationship among the management committee and the building management company is a partnership. Guidelines for narrowing possible service gaps in the process of building management are proposed. Key success factors of building management are identified. Research limitations/implications – The sample size is small. This study reflects the field practice of outsourced building management of a few large and dense residential estates in Hong Kong. Further validation is necessary elsewhere. Practical implications – This is a useful source of information for building owners and service providers to effectively implement building management. Originality/value – The context of building management is graphically represented. The gap model of service quality is applied in the study of the process of service delivery of building management. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Facilities Emerald Publishing

Key success factors of building management in large and dense residential estates

Encon Y.Y. Hui
Facilities , Volume 23 (1/2): 16 – Jan 1, 2005
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References (19)

Publisher
Emerald Publishing
Copyright
Copyright © 2005 Emerald Group Publishing Limited. All rights reserved.
ISSN
0263-2772
DOI
10.1108/02632770510575893
Publisher site
See Article on Publisher Site

Abstract

Purpose – Identifies major issues related to building management in the context of large and dense residential estates. Aims to understand the relationship between the owners and the building management company and determine the keys to success for building management in large and dense residential estates. Design/methodology/approach – Field interviews are conducted with the management committees of three residential estates. Semi‐structured questions are asked. A model of service quality is applied in the context of building management. Findings – A framework of the context of building management is constructed. The relationship among the management committee and the building management company is a partnership. Guidelines for narrowing possible service gaps in the process of building management are proposed. Key success factors of building management are identified. Research limitations/implications – The sample size is small. This study reflects the field practice of outsourced building management of a few large and dense residential estates in Hong Kong. Further validation is necessary elsewhere. Practical implications – This is a useful source of information for building owners and service providers to effectively implement building management. Originality/value – The context of building management is graphically represented. The gap model of service quality is applied in the study of the process of service delivery of building management.

Journal

Facilities – Emerald Publishing

Published: Jan 1, 2005

Keywords: Buildings; Outsourcing; Maintenance; Quality

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