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Switching behaviour in property related professional services

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  • Deborah S. Levy
  • Christina K.C. Lee

Abstract

Traditionally, when trying to understand property markets researchers have tended to take a positivist approach and assume rational decision‐making behaviour. More recently, however, alternative non‐positivist approaches have been used to understand the behaviour of the different participants within these markets. These approaches allow us to discover the importance of social structures and processes. This paper explores social processes within the context of clients and providers of professional property services within the Auckland market. Customer retention and loyalty is a major goal of property service providers because of the negative impact of lost customers on a company’s profit and market share. It is thus important for any service provider to ascertain the reasons for their clients’ decisions to leave them for their competitors. A considerable amount of work in the marketing literature has explored the customer’s decision to switch from one service provider to another. Little research, however, has been undertaken in the context of property service providers. This paper investigates customers’ reasons for switching property service providers within a business‐to‐business context. The method for this study is by means of in‐depth interviews with a number of experienced clients who regularly use the services of valuers, real estate agents, architects and lawyers. The results uncover several key reasons for switching across different types of service providers and clients within the context of property markets.

Suggested Citation

  • Deborah S. Levy & Christina K.C. Lee, 2009. "Switching behaviour in property related professional services," Journal of Property Research, Taylor & Francis Journals, vol. 26(1), pages 87-103, March.
  • Handle: RePEc:taf:jpropr:v:26:y:2009:i:1:p:87-103
    DOI: 10.1080/09599910903290060
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    Cited by:

    1. Danielle C. Sanderson, 2014. "Treating the Tenant as a Customer: can good service improve real estate performance?," Real Estate & Planning Working Papers rep-wp2014-04, Henley Business School, University of Reading.
    2. Danielle Claire Sanderson, 2015. "Determinants of satisfaction amongst occupiers of commercial property," ERES eres2015_86, European Real Estate Society (ERES).
    3. Mahmoud Hijjawi & Chyi Lin Lee & Jufri Marzuki, 2021. "CEO Overconfidence and Corporate Governance in Affecting Australian Listed Construction and Property Firms’ Trading Activity," Sustainability, MDPI, vol. 13(19), pages 1-15, September.

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