陈寿明

【摘要】随着现在房地产业的迅速发展以及原有企事业单位公有住房的出售，形成了大量的物业，与之配套的物业管理行业也得到了相应的发展，物业是一个服务行业，主要管理服务着业主在小区内的活动，是一份与生活琐事息息相关的工作，时刻与小区业主之间有着千丝万缕的联系。物业服务过程的重复性工作内容，枯燥乏味的作业方式也容易使作业员工陷入机械、被动式的工作状态，因此造成物业服务中管理人员不能有效地发现服务与管理过程中存在的问题。但是物业服务人员也必须适应现代社会的需求，才能寻找更好的发展空间，能够积极探索有效地管理物业服务小区的方式、方法，通过有效地服务与管理，来提高企业形象，把物业管理企业做强、做大。但是怎样才能达到这一目的，那就得先弄清楚物业管理是一种什么样的产品？怎样生产出好的产品？

关键词：物业管理；公共性；服务特性

【 abstract 】 now with the rapid development of real estate industry and the enterprises and institutions of public housing to sell, formed a lot of property, and that supporting property management industry also got the corresponding development, property is a service industry, the main management services in the owner in the community activities, is a trivial life is closely linked with the work, the time and the village owner has strong links between. Realty service process of the repeated work content, the boring work way also easy for the operators in machinery, passive working condition, therefore cause property services management can''t effectively found service and management of the existence of the problem. But the realty service workers also must adapt to the needs of modern society, to look for more development space, can actively explore the effective management of the realty service area the ways and methods, through effective service and management, to improve enterprise image, put the property management enterprise stronger and larger. But how to reach this goal, that have to understand the property management is a kind of what kind of products? How to produce good products?

Keywords: property management; The public; Service characteristics

中图分类号:F293.33文献标识码：A 文章编号：

一、物业管理的公共性

物业管理公司是企业，企业就有它的产品；但物业管理公司提供的物业服务，却有别于通常意义上的企业产品。物业服务是一种公用物品。它具有两个特性：一是物品的无竞争性。二是物品的无排他性。先来谈谈物品的无竞争性。物业管理众口难调的盛宴无竞争性——是指此种物品可供多人消费，多一个人消费并不会减少其余人的消费。例如旅游景点，作为一种商品，多一个人观看，并不影响别人的观看效果。……