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Real Estate Brokerage Service Quality: An Examination

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.

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File URL: http://pages.jh.edu/jrer/papers/pdf/past/vol09n03/v09p339.pdf
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Article provided by American Real Estate Society in its journal Journal of Real Estate Research.

Volume (Year): 9 (1994)
Issue (Month): 3 ()
Pages: 339-352

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Handle: RePEc:jre:issued:v:9:n:3:1994:p:339-352
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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  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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