| Summary: | 碩士 === 國立臺北科技大學 === 商業自動化與管理研究所 === 98 === Real estate agent industry in Taiwan is getting toward mature. However, if to exam the whole service from the perspective of consumer needs and value chain, it still appears a “blue sea” in terms of housing-improvement needs after property transaction is done. Therefore, if real estate agent could take advantage of brand, and utilize combined resources and network with related industries, they will create innovative service to meet customers’ needs.
Housing-improvement market is a very professional-lead market. It is very difficult for customers to distinguish good services out of bad services, and no standard can be applied while choosing over the material and implementing methods, nor transparent information offered for fair assessment. Under this circumstances, consumers can examine the service only by the price or feeling they get. It results in a relationship marketing way of doing business and so a slack industry. Due to such phenomenon, the service the enterprises offering to consumers and suppliers become fiercely competitive, which is posing to profitless. In order to keep growing, housing-improvement industry has to overcome the slackness phenomenon in the industry.
Therefore, how to build a secure, trust-worthy way of service for customers is important. This research used case analysis to explore 1. the effect of operating housing-improvement referral service by real estate companies 2. how to improve customer satisfaction index after customer satisfaction survey 3. the value-added service by improving management model through interviewing experts.
Innovation is always proceeding indeed. Innovation needs to be developed in not only habits but attitude at work. Rather, innovation is multiple facets, borderless, and limitless enterprise activities. This researcher expects to understand housing-improvement practioners management model, then to provide suggestions, through case study and interview the relevant service providers. It’s summary includes the elimination and promotion of traditional factors, cut away obstacle of supply chain, total solution and future development trends as well as the suggestion of referral networking. It provides architecture industry with the information, competition and upgrade.
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