Strengthening Affective Service Quality Management

Using the daily properties management in Park Island, Hong Kong, as a case study, the purpose is to focus on the importance of strengthening affective competencies in service quality management. Design/Methodology/Approach - This paper used the daily operation and management in Park Island, Hong Kong, as a case study to illustrate the exceptional service quality provided in Park Island. The deep thoughts and feelings from customers were quoted and analyzed. Authors conducted twenty in-depth semi-structured interviews. Findings - The inspiring real-life experiences from respondents who have been living in Park Island were quoted. It has been reflecting the value of “PARK ISLAND and demonstrating the significance of affective competencies in exceptional service quality management. Practical implications – Based on the insights gained from interviewees, strengthening affective competencies are necessary in order to provide exceptional services to exceed customers’ expectations and to enhance the reputation of the management companies. Originality/value - This paper urges for the significance of strengthening affective competencies in service quality management. The aim of such an episode is to arouse all the kinds of management companies to strive the best to provide affective and effective quality services management.