Advanced search

Measuring the performance of property management companies in high-rise flats

Daniel C.W. Ho (Department of Real Estate and Construction, The University of Hong Kong, Hong Kong)
Ervi Liusman (Department of Real Estate and Construction, The University of Hong Kong, Hong Kong)

Facilities

ISSN: 0263-2772

Publication date: 7 March 2016

Abstract

Purpose

The complex nature of multi-ownership, multi-storey buildings requires the services of property management companies (PMCs). Naturally, homeowners favor PMCs with good performance. Yet, their performances vary. The purpose of this paper is to measure the performance of PMCs in managing high-rise flats using the logic model as the contextual framework with its indicators adapted from the building quality index (BQI) scheme.

Design/methodology/approach

For this pilot study, the research was based on visual inspection and interviews with building management staff for the information concerning the output and outcome indicators. The authors also tested the relationship between outcomes and outputs and other factors that affect the performance of PMCs.

Findings

Based on our pilot study of 41 high-rise residential buildings, the performance outcomes of the PMCs varied considerably. The same PMC was likely to yield different performance outcomes due to unique building characteristics. The outputs, building ages and rehabilitation statuses of the buildings were the contributing factors to the PMCs’ performance outcomes.

Practical implications

The performance outcomes of the logic model can help homeowners and PMCs understand current PMC performance, which can help trigger the development of a strategy to enhance the health and safety of residential buildings in the future.

Originality/value

Unlike traditional performance measurements that use financial figures or balanced scorecards to measure organizational performance, the authors used the logic model performance measurement system because the performance outcomes of the PMCs were explicitly reflected in the physical building conditions. This framework was relatively straightforward and could be applied to cities dominated by multi-ownership, multi-storey apartments.

Keywords

  • Performance measurement
  • Property management
  • Residential buildings
  • Building quality index
  • Logic model
  • Property management companies

Acknowledgements

The authors gratefully acknowledge the financial support from The University of Hong Kong Small Project Funding (Project No. 104001960) for making this study possible.

Citation

C.W. Ho, D. and Liusman, E. (2016), "Measuring the performance of property management companies in high-rise flats", Facilities, Vol. 34 No. 3/4, pp. 161-176. https://doi.org/10.1108/F-06-2014-0056

Download as .RIS

Publisher

:

Emerald Group Publishing Limited

Copyright © 2016, Emerald Group Publishing Limited

Please note you might not have access to this content

You may be able to access this content by login via Shibboleth, Open Athens or with your Emerald account.
Login
To rent this content from Deepdyve, please click the button.
Rent from Deepdyve
If you think you should have access to this content, click the button to contact our support team.
Contact us
Emerald Publishing
  • Opens in new window
  • Opens in new window
  • Opens in new window
  • Opens in new window
© 2020 Emerald Publishing Limited

Services

  • Authors Opens in new window
  • Editors Opens in new window
  • Librarians Opens in new window
  • Researchers Opens in new window
  • Reviewers Opens in new window

About

  • About Emerald Opens in new window
  • Working for Emerald Opens in new window
  • Contact us Opens in new window
  • Publication Sitemap

Policies and information

  • Legal Opens in new window
  • Editorial policy Opens in new window & originality guidelines Opens in new window
  • Site policies
  • Modern Slavery Act Opens in new window

We’re listening — tell us what you think

  • Something didn’t work…

    Report bugs here

  • All feedback is valuable

    Please share your general feedback

  • Member of Emerald’s Library Advisory Network?

    You can start or join in a discussion here.
    If you’d like to know more about The Network, please email us

Join us on our journey

  • Platform update page

    Visit emeraldpublishing.com/platformupdate to discover the latest news and updates

  • Frequently Asked Questions

    Your questions answered here