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| Real Estate Brokerage Service Quality:
An Examination Author: J.R. McDaniel and Marc A. Louargand Start Page: 339 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. |
