摘 要:随着我国社会的不断进步，城市化进程的不断推进，物业服务行业也逐步发展起来，目前，当代人们对于物业服务的关注度越来越高，普遍要求物业公司能够提供“人性化 ” 的服务。

    本文通过对顾客感知价值理论和全面顾客满意理论的运用，以及对物业管理现状的分析，揭示了恒通物业管理公司在在发展中所存在的问题并分析其形成的原因。

　　　根据恒通物业管理公司的情况，提出服务创新的基本思路，以及物业服务的新模式，提出打造科技型、人性化的物业服务，提供菜单式服务；培养知识型员工；建立业主投诉机制；建立末位淘汰制；开展多种经营；引出物业服务企业现代化管理急迫性，使物业企业认识到创新是物业服务发展的唯一的道路，坚定不移的走创新的道路。

　　　我国物业管理逐步市场化，我们必须尽快适应并改善自身所处的环境，走服务创新发展道路，使创新机制得到完善，在管理模式上现代化，使服务质量得到提高，企业的文化建设得到加强，实现物业管理的持续健康发展。

关键词 物业管理；服务；创新

Abstract:With the continuous progress of our society, urbanization progresses, property services industry is also gradually developed, at present, contemporary people for property services more and more attention, the general requirements of the property company to provide "humane" service .

     Based on customer perceived value and overall customer satisfaction theory of theories, as well as analysis of the status of property management, property management company revealed in Reach in the development of the existing problems and to analyze the reasons for its formation.

According to REACH property management companies, put forward the basic idea of ​​service innovation, as well as a new model of property services, proposed to build science and technology, personalized property services, providing service menu; cultivate knowledge workers; establish complaint mechanisms owners; established at the end bit out of the system; promote diversified operations; property service enterprise modern management leads to the urgency of the property companies recognize that innovation is the development of a unique property service road, unswervingly follow the path of innovation path.

Our Property Management gradual market-oriented, we must adapt and improve their own environment, take the service road of innovation and development, so that innovative mechanisms to be perfect, in the modern management mode, so that the quality of service improved, corporate culture has been strengthened, property management to achieve the sustained and healthy development.

Keywords  Property management  Service  innovation