Analysis On Key Factors Of Office Building Service Design Based On Owner's Demand

At present,the property industry has entered the "fast lane" of development,actively expanding the service field of multiple formats,and the office properties have become the key development targets in the non-residential field.Proprietors' satisfaction determines the value of property services,and will be presented in the form of problems when their needs are not met.Most of the existing researches separately study the property service,as a special type of service,in terms of demand and service,and rarely discuss the path relationship between the two.This paper studies the case of office building service design,and analyzes the key factors and path identification of service design based on demand,which will help property companies to use resources and gain competitive advantages.This article,selecting the office industry format of the property industry as the research object,uses a qualitative research method and interviews to study the characteristics of office building owners' needs.Based on the key factors in the process of transforming the needs of owners into service from case studies,this paper extracts the theoretical model of service design founded on different needs.Through qualitative analysis and case studies,this paper(1)through the development of property services for more than 40 years,summarizes the evolution process of property services into five stages of specialization,full-range,diversification,platformization and circle construction.(2)Based on the KANO model,the interview data is analyzed,and the needs of office owners are divided into basic needs,expectation needs,and surprise needs,and service design for different needs is based on the collaborative service design basis of user needs,commercial value,and resource capabilities.The case study summarizes the key factors,capabilities and resources of the enterprise that should be matched when designing services for different types of owner needs.In terms of theory,the research result provide a theoretical analysis framework for exploring the demand landing model of enterprises in service design based on the needs of owners,expand the theoretical basis of service design in contact with services,and describe the ways of realization from requirements identification and requirements transformation to service implementation.In terms of practice,the research result will help companies implement demand services faster,provide better services to owners,and ultimately increase owners' satisfaction and brand loyalty.