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Real Estate Brokerage Service Quality: An Examination

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Abstract

Service quality is an important issue in the U.S. economy. Perceptions of what constitutes quality service may differ between consumers and service providers. Greater disparity may exist between perceptions of the quality of service actually provided. This study reports on attitudes of recent homebuyers and real estate agents in the metropolitan Boston area. Using the SERVQUAL model, we test for agreement between providers' and consumers' view of quality and for consistency with other service arenas. Previous work indicated that consumers had different expectations for the real estate business. Our results do not support that belief.

Suggested Citation

  • 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.
  • Handle: RePEc:jre:issued:v:9:n:3:1994:p:339-352
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    References listed on IDEAS

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    1. Jay N. Ball & Hugh O. Nourse, 1988. "Testing the Conventional Representation Model for Residential Real Estate Brokerage," Journal of Real Estate Research, American Real Estate Society, vol. 3(2), pages 119-131.
    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.
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    Cited by:

    1. Fabrice Larceneux & Thomas Lefebvre & Arnaud Simon, 2015. "What added value do Estate Agents offer compared to FSBO transaction? Explanation from a perceived advantages model," Post-Print hal-01635048, HAL.
    2. 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.
    3. Susan Logan Nelson & Theron R. Nelson, 1995. "RESERV: An Instrument for Measuring Real Estate Brokerage Service Quality," Journal of Real Estate Research, American Real Estate Society, vol. 10(1), pages 99-114.
    4. David B. Eastwood & John R. Brooker & James D. Smith, 2005. "Developing marketing strategies for green grocers: An application of SERVQUAL," Agribusiness, John Wiley & Sons, Ltd., vol. 21(1), pages 81-96.
    5. Shu-Man You & Chun-Chang Lee & Ming-Hsun Tseng, 2012. "An Examination of Service Quality, Transaction Costs and Sales Ethics among Real Estate Advertising Sales Agents," International Real Estate Review, Asian Real Estate Society, vol. 15(2), pages 189-214.
    6. 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.
    7. Larceneux, Fabrice & Lefebvre, Thomas & Simon, Arnaud, 2015. "What added value do estate agents offer compared to FSBO transactions? Explanation from a perceived advantages model," Journal of Housing Economics, Elsevier, vol. 29(C), pages 72-82.
    8. 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.
    9. Brady, Michael K. & Cronin, J. Jr. & Brand, Richard R., 2002. "Performance-only measurement of service quality: a replication and extension," Journal of Business Research, Elsevier, vol. 55(1), pages 17-31, January.

    More about this item

    JEL classification:

    • L85 - Industrial Organization - - Industry Studies: Services - - - Real Estate Services

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