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Assessment of Real Estate Brokerage Service Quality with a Practicing Professional's Instrument

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This study explores factors that affect service quality for a large residential real estate brokerage in a diverse midwestern city. It examines the extent to which overall service quality influences homebuyers to recommend the brokerage firm and to use the firm for future transactions. A Linear Structural Relations model is fit to data using the firm's service quality instrument. Results indicate statistically significant relationships between both agent characteristics and the tangible aspects of the firm, and three measures of overall service quality. Implications for the real estate industry are discussed and suggestions for improvement and future research are provided.

Suggested Citation

  • 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.
    • Handle: RePEc:jre:issued:v:20:n:1:2000:p:105-117
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    Cited by:

    1. 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.
    2. Danielle Claire Sanderson, 2015. "Determinants of satisfaction amongst occupiers of commercial property," ERES eres2015_86, European Real Estate Society (ERES).
    3. Vicky L. Seiler & Michael J. Seiler & James R. Webb, 2006. "Impact of Homebuyer Characteristics on Service Quality in Real Estate Brokerage," International Real Estate Review, Global Social Science Institute, vol. 9(1), pages 44-61.

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    JEL classification:

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

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