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Service Quality Determinants and Effectiveness in the Real Estate Brokerage Industry

This study provides an analysis of the real estate brokerage industry for the purposes of identifying the determinants of service quality, the level of service quality, and possible service quality improvement measures. Factor analysis of survey response data is used to develop an empirical application of a theoretical service quality model. Except for rank order, real estate service quality determinants are found to match those in other industries. Real estate service quality met expectations in three areas, and was below expectations in two areas. Salesperson performance evaluation measures are suggested to improve service quality.

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File URL: http://pages.jh.edu/jrer/papers/pdf/past/vol03n02/v03p021.pdf
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Article provided by American Real Estate Society in its journal Journal of Real Estate Research.

Volume (Year): 3 (1988)
Issue (Month): 2 ()
Pages: 21-36

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Handle: RePEc:jre:issued:v:3:n:2:1988:p:21-36
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
Web page: http://www.aresnet.org/
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Order Information: Postal: Diane Quarles American Real Estate Society Manager of Member Services Clemson University Box 341323 Clemson, SC 29634-1323
Web: http://pages.jh.edu/jrer/about/get.htm Email:


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