In order to understand the service component in the real estate business, an exploratory study was conducted. A sample of clients of a real estate firm in a midwestern city was surveyed by a mail questionnaire. Client perceptions of experienced service and their satisfaction with the service were examined. Five service factors were found to be related to client satisfaction: expectations, communication, relationship, effectiveness and knowledge. Of these, expectations had the most influence. Expectations refer to the role of the sales associate and the sale/purchase transaction. Analysis included implications for research and practice.
American Journal of Business – Emerald Publishing
Published: Jan 1, 1991
Keywords: Real estate business; Service component; Client perceptions; Service satisfaction