Exploratory factor analysis of the questionnaire.

The COVID-19 pandemic, which emerged in 2020, has had a tremendous impact on various industries and the daily lives of the general populace, thereby contributing to increasing uncertainty in business competition. Property management enterprises, despite witnessing a mostly stagnant expansion and enhancement of their existing operations, have, owing to the unique nature of their services, continued to experience a relatively positive competitive environment. Notably, the recent emphasis in property management companies has been on the development of value-added services at the community level, which represents a critical avenue for securing a competitive edge by addressing consumer demands. This study, grounded in the ABC theory and the theory of planned behavior, seeks to analyze consumer attitudes towards the provision of value-added services by property management firms, including facets such as community healthcare services, community lifestyle amenities, community educational offerings, and personalized services. Moreover, the study delves into the mediating role played by satisfaction with fundamental property management services. The empirical findings emphasize the significant enhancement in consumer receptivity to property management firms’ value-added services, particularly in the domains of community healthcare, lifestyle amenities, education, and personalized services. In addition, it highlights the indirect effect of property owners’ contentment with essential property management services on their perspectives concerning the delivery of value-added services by property management firms. The implications of these research conclusions bear significant relevance for organizations engaged in offering such services.

2020年暴发的新型冠状病毒肺炎（COVID-19）疫情，对全球各行业及普通民众的日常生活造成了巨大冲击，进而加剧了商业竞争中的不确定性。尽管物业管理企业的现有业务扩张与优化整体陷入停滞，但由于其服务属性的特殊性，该行业仍维持着相对良性的竞争环境。值得关注的是，当前物业管理企业的发展重心已转向社区层面的增值服务开发——这正是通过贴合消费者需求获取竞争优势的关键路径。本研究基于ABC理论（ABC Theory）与计划行为理论（Theory of Planned Behavior），旨在分析消费者对物业管理企业提供的各类增值服务的态度，涵盖社区医疗服务、社区生活配套设施、社区教育服务及个性化服务等维度。此外，本研究还探讨了基础物业管理服务满意度所发挥的中介作用。实证研究结果显示，消费者对物业管理企业增值服务的接受度显著提升，尤其在社区医疗、生活配套、教育服务及个性化服务领域。同时，研究凸显了物业业主对基础物业管理服务的满意度，对其看待物业管理企业增值服务供给的态度存在间接影响。上述研究结论的启示，对提供此类服务的相关组织具有重要的参考价值。