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Non-immersive virtual reality technologies in real estate: How customer experience drives attitudes toward properties and the service provider

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  • Pleyers, Gordy
  • Poncin, Ingrid

Abstract

Although previous research has highlighted that virtual reality (VR) technologies can enhance customer experience, the efficacy of VR technologies in real estate remains unclear. Therefore, this study examines the effects of offering consumers a non-immersive VR experience via a widely available technology, that allows them to view real estate products. Participants accessed the website of a real estate agency that presented apartments through either static photos or interactive 360° visits. The latter condition was associated with better “visiting†experiences and more positive attitudes toward both the products and the agency. This study highlights the advantages of such technologies in enhancing customer experience and attitudes, particularly in the highly competitive real estate industry.

Suggested Citation

  • Pleyers, Gordy & Poncin, Ingrid, 2020. "Non-immersive virtual reality technologies in real estate: How customer experience drives attitudes toward properties and the service provider," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    • Handle: RePEc:eee:joreco:v:57:y:2020:i:c:s0969698920308274
    DOI: 10.1016/j.jretconser.2020.102175
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    10. Zhang, Yunen & Shao, Wei & Quach, Sara & Thaichon, Park & Li, Qianmin, 2024. "Examining the moderating effects of shopping orientation, product knowledge and involvement on the effectiveness of Virtual Reality (VR) retail environment," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    11. de Regt, Anouk & Plangger, Kirk & Barnes, Stuart J., 2021. "Virtual reality marketing and customer advocacy: Transforming experiences from story-telling to story-doing," Journal of Business Research, Elsevier, vol. 136(C), pages 513-522.
    12. Chih-Wei Lin & Chun-Yu Chien & Chi-Pei Ou Yang & Tso-Yen Mao, 2022. "Encouraging Sustainable Consumption through Gamification in a Branded App: A Study on Consumers’ Behavioral Perspective," Sustainability, MDPI, vol. 15(1), pages 1-14, December.
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    14. Abdul Aziz Khan Niazi & Tehmina Fiaz Qazi & Asna Sarwar & Ifra Aziz Khan Niazi & Abdul Basit, 2023. "A Structural Model of Hindrances to Switch from Traditional to Virtual Real Estate Marketing in Pakistan," Journal of Policy Research (JPR), Research Foundation for Humanity (RFH), vol. 9(2), pages 1-16.
    15. Yohan Wismantoro & Vincent Didiek Wiet Aryanto & Imang Dapit Pamungkas & Nanda Adhi Purusa & Amron & Amalia Nur Chasanah & Usman, 2022. "Virtual Reality Destination Experiences Model: A Moderating Variable between Wisesa Sustainable Tourism Behavior and Tourists’ Intention to Visit," Sustainability, MDPI, vol. 15(1), pages 1-13, December.
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