Property Management: A Customer Focused Approach

ISBN-13: 9780333674703 / Angielski / Twarda / 1997 / 224 str.

Gordonington;Gordon Edington

Opis

Intended for advanced students and practitioners this book gives an up-to-date presentation of property management as practised by a leading company, BAA plc. A key aim of the book is to show the benefits to be obtained from building a business culture based on service to the customer. This may be achieved by due attention to communication, leadership, measurement, benchmarking and accountability.

Spis treści

Preface.- PART 1: INTRODUCING CUSTOMER SERVICE TO PROPERTY MANAGEMENT Introduction.- Property Traditions.- Drivers for Change Building Blocks to Customer Service.- PART 2: CHANGING PROPERTY MANAGEMENT CULTURE AND APPROACH The Property Challenge.- Model Implementing the Model.- PART 3: AN INTEGRATED PROPERTY BUSINESS Property Management Services.- Marketing and Property Development.- Retail An American Case Study.- PART 4: THE WAY FORWARD The Next Steps.