Providing 4P's in Extraordinary Management Services in Whatever Weather Condition

Ming Kwan, Anthony Kong and David Liu

International Journal of Business and Management, 2021, vol. 14, issue 3, 104

Abstract: Using the properties management in Park Island, Hong Kong, as a case study, the purpose is to focus on illustrating the significance of providing 4P’s “Proactive, Protective, Professional and Passionate” in extraordinary properties management services in whatever weather condition and on whenever situation. Design/Methodology/Approach - This paper used the Super Typhoon Mangkhut in Sept 2018 in Park Island, Hong Kong, as a case study to illustrate the professionalism exhibited in Park Island, Kai Shing Management Services Limited. The deep thoughts and feelings from residents were quoted and analyzed. Authors conducted twenty-five 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 “PARK ISLAND" spirit and demonstrating the significance of professionalism and extraordinary service performance for crisis management after super typhoon Mangkhut signal No. 10 was hoisted. Providing 4P’s “Proactive, Protective, Professional and Passionate” in extraordinary properties management services in whatever weather condition and on whenever situation can gain the trust, respect, appreciation and gratitude from residents to professional property management practitioners. Practical implications – Based on the insights gained from interviewees, providing 4P’s –“Proactive, Protective, Professional and Passionate” in extraordinary properties management services in whatever weather condition and on whenever occasion can exceed residents’ expectations and enhance the reputation of the property management company. Originality/value - This paper urges for the fundamental service philosophy and attitude exhibited from the property management practitioners to deal with crisis management during the adverse weather condition. This paper uses the Super Typhoon Mangkhut in Sept 2018 in Park Island, Hong Kong, as a case study, and the aim of such an episode is to arouse all the properties management companies to strive the best to meet and exceed residents’ needs in whatever weather condition and on whenever occasion.

Date: 2021
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