Extended Service Quality Model: Causes of Agency Problems and Ethical Sales Behavior
The service quality model (Parasuraman, Zeithaml, & Berry, 1985) was used in this study to investigate real estate agents' relationships with buyers and sellers. A conceptual framework for measuring real estate agent service quality was developed, with the causes of agency problems and ethical sales behavior considered in relation to service quality, customer satisfaction, customer loyalty, and customer complaint behavior. The results indicate that: causes of agency problems can positively affect ethical sales behavior and real estate agent service quality; real estate agents' improved ethical sales behavior can reduce customer complaint behavior and have a positive effect on customer loyalty; real estate agent service quality has a positive effect on customer satisfaction; and customer satisfaction has both a negative effect on customer complaint behavior and a positive effect on customer loyalty.
No Reference information available - sign in for access.
No Citation information available - sign in for access.
No Supplementary Data.
No Article Media
Document Type: Research Article
Publication date: 2012-09-01
- Editorial Board
- Information for Authors
- Submit a Paper
- Subscribe to this Title
- Terms & Conditions
- Contact the Publisher
- Manuscript Guidelines
- Ingenta Connect is not responsible for the content or availability of external websites