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Total Quality Management and Residential Real Estate Agency Issues

Author

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  • Hans Isakson
  • Michael Spencer

Abstract

This study explores the implications of applying Total Quality Management (TQM) principles to residential real estate brokerage, specifically the need for customer focus. Deming's (1986) TQM system of fourteen points is reduced to four distinct subsystems. The most critical of these is the need for customer focus. Several approaches to agency in residential real estate brokerage are presented, with an examination of the ease with which customer focus can be obtained within each approach. The main finding is that customer focus can be achieved easier with the agency specialization approach.

Suggested Citation

  • Hans Isakson & Michael Spencer, 2000. "Total Quality Management and Residential Real Estate Agency Issues," Journal of Real Estate Research, Taylor & Francis Journals, vol. 20(1-2), pages 179-188, January.
    • Handle: RePEc:taf:rjerxx:v:20:y:2000:i:1-2:p:179-188
    DOI: 10.1080/10835547.2000.12091030
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