Real Estate Brokerage Service Quality: An Examination

J.R. McDaniel and Marc A. Louargand
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J.R. McDaniel: Barney School of Business and Public Administration University of Hartford West Hartford, Connecticut 06117, http://barney.hartford.edu/
Marc A. Louargand: Cornerstone Real Estate Advisers, Inc. Springfield, Massachusetts 01115, http://www.cornerstoneadvisers.com/

Journal of Real Estate Research, 1994, vol. 9, issue 3, pages 339-352

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.

JEL-codes: L85 (search for similar items in EconPapers)
Date: 1994
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