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RESERV: An Instrument for Measuring Real Estate Brokerage Service Quality

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    Abstract

    By applying the process utilized in the development of a generic service quality measurement instrument (SERVQUAL), an instrument to measure perceived levels of satisfaction with real estate brokerage service quality (RESERV) is developed. The RESERV instrument contains thirty-one items in seven dimensions and exhibits both high internal consistency and convergent validity. The findings, based upon a survey of home sellers, supports the notion that the real estate brokerage industry is not unique and, as a result, can benefit from the extensive body of knowledge available in other service industries.

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    File URL: http://aux.zicklin.baruch.cuny.edu/jrer/papers/pdf/past/vol10n01/v10p099.pdf
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    Bibliographic Info

    Article provided by American Real Estate Society in its journal Journal of Real Estate Research.

    Volume (Year): 10 (1995)
    Issue (Month): 1 ()
    Pages: 99-114

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    Handle: RePEc:jre:issued:v:10:n:1:1995:p:99-114

    Contact details of provider:
    Postal: American Real Estate Society Clemson University School of Business & Behavioral Science Department of Finance 401 Sirrine Hall Clemson, SC 29634-1323
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    Web page: http://www.aresnet.org/

    Order Information:
    Postal: Diane Quarles American Real Estate Society Manager of Member Services Clemson University Box 341323 Clemson, SC 29634-1323
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    Web: http://aux.zicklin.baruch.cuny.edu/jrer/about/get.htm

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    Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
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    1. Theron R. Nelson & Susan Logan Nelson, 1988. "Franchise Affiliation and Brokerage Firm Selection: A Perceptual Investigation," Journal of Real Estate Research, American Real Estate Society, vol. 3(2), pages 87-107.
    2. Linda L. Johnson & Michael J. Dotson & B.J. Dunlap, 1988. "Service Quality Determinants and Effectiveness in the Real Estate Brokerage Industry," Journal of Real Estate Research, American Real Estate Society, vol. 3(2), pages 21-36.
    3. J.R. McDaniel & Marc A. Louargand, 1994. "Real Estate Brokerage Service Quality: An Examination," Journal of Real Estate Research, American Real Estate Society, vol. 9(3), pages 339-352.
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    Cited by:
    1. T.L. Tyler Yang & Joseph W. Trefzger & Lawrence F. Sherman, 1997. "A Microeconomic Study of Commercial Real Estate Brokerage Firms," Journal of Real Estate Research, American Real Estate Society, vol. 13(2), pages 177-194.
    2. Vicky L. Seiler & James R. Webb & Thomas W. Whipple, 2000. "Assessment of Real Estate Brokerage Service Quality with a Practicing Professional's Instrument," Journal of Real Estate Research, American Real Estate Society, vol. 20(1), pages 105-117.
    3. John D. Benjamin & G. Donald Jud & G. Stacy Sirmans, 2000. "What Do We Know About Real Estate Brokerage?," Journal of Real Estate Research, American Real Estate Society, vol. 20(1), pages 5-30.
    4. James R. Webb, 2000. "An Inquiry into the Professional Self Image of Real Estate Agents," Journal of Real Estate Research, American Real Estate Society, vol. 20(1), pages 153-177.
    5. John D. Benjamin & G. Donald Jud & G. Stacy Sirmans, 2000. "Real Estate Brokerage and the Hosting Market: An Annotated Bibliography," Journal of Real Estate Research, American Real Estate Society, vol. 20(1), pages 217-278.

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