Key determinants of real estate service quality among renters and buyers

Tuzovic, Sven (2009) Key determinants of real estate service quality among renters and buyers. Journal of Services Marketing, 23(7), pp. 496-507.

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  • The purpose of this study is to compare quality perceptions of virtual servicescapes and physical service encounters among buyers and renters of real estate.


  • Qualitative data from a sample of 27 professionals engaged in higher education in the USA are gathered by recorded interview before being transcribed and imported into MAXQDA 2007 software for analytical coding.


  • Particular differences are found to exist between renters and buyers with regard to specific service attributes – for example, description of properties and type of visuals during the pre‐purchase stage, knowledge/experience and honest behavior of realtors during the service encounter stage and a continuous relationship with the realtor in the post‐encounter stage.

Research limitations/implications

  • Generalization of the results is limited because the study utilizes data from only one industry (real estate) and from only one demographic segment (professionals in higher education).

Practical implications

  • Real‐estate firms need to pay attention to both the training of agents and the design and content of their websites.


  • This paper contributes to knowledge regarding virtual servicescapes in professional services.

Impact and interest:

6 citations in Scopus
3 citations in Web of Science®
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Full-text downloads:

23 since deposited on 06 Aug 2015
23 in the past twelve months

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ID Code: 86435
Item Type: Journal Article
Refereed: Yes
Keywords: Customer Services Quality, Real Estate, Property Marketing, Internet Marketing
DOI: 10.1108/08876040910995284
ISSN: 0887-6045
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing not elsewhere classified (150599)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2009 Emerald Group Publishing Limited
Deposited On: 06 Aug 2015 01:32
Last Modified: 09 Aug 2016 11:20

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