Service Perspective in Real Estate Management: A study of the Swedish Real Estate Industry

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Service Perspective in Real Estate Management A
study of the Swedish Real Estate Industry

• Peter Palm
• Ph. D. Candidate, KTH
• Lecturer, Malmö University
• peter.palm_at_mah.se

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Overall Purpose

• Investigate the Swedish real estate industries
  shift towards a service focus

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Study

• Map how the service focus is espoused in the
  companies annual reports and by the
  top-management
• Annual reports of 15 real estate companies for 5
  years
• CEOs statement,
• Business concept
• Corporate information
• Interview with 15 top-mangers

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Participating companies
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Theoretical basis

• Service-Dominant Logic and goods-Dominant logic
• S-D Logic (as defined by Vargo and Lusch 2004)
• Service as a process
• G-D Logic (as defined by Vargo and Lusch 2004)
• Service to support the premises

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FindingsExamples of the Goods perspective

• Our main task is to make sure of the properties
  and technology. And then, from the contracts
  regulation, take care of our tenants
• How the managemnt is carried out is depending on
  the object requirements. It si seldom the same
  between two objects because they require
  different treatment. Then there are the tenants
  and also they differ from one object to another

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FindingsExamples of a Service perspective

• We like it when our customer call us and say we
  will need this and that in the future, can you
  manage it? Because that is exactly our job to
  facilitate our customers requests
• The purpose of our activity is to solve our
  customers problems so that they can focus on
  their core business

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Conclusions

• Almost all of the companies has a customer or
  service agenda.
• But
• The main focus is on the physical premises and
  when offering service it is from the physical
  premises as bas