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Keller Center Research Report

Keller Center for Research

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December 2013 (Vol. 6, Iss. 4)


Forgiveness in the Context of the Realtor-Client Relationship

Jo-Ann Tsang, PhD
Even the best relationships can be marred by misunderstandings and hurt feelings. Although forgiveness is often considered in the context of...
Keywords: Customer Relations, Service
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What Factors Lock Clients Into Relationships?

Mary P. Harrison, PhD and Sharon E. Beatty, PhD
Have you noticed that some clients will stay with their realtor, even if the realtor does not provide results? Clients in real estate relationships, as well as other service relationships, often...
Keywords: Customer Relations, Marketing and Sales
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The Quest for Community

Larry Lyon, PhD and Robyn Driskell, PhD
Critiques of modern societies often include the loss of community due to increasingly weak connections with local places and changing modes of social interactions. Sociologists believe that...
Keywords: Customer Relations
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Designing a Strategic Service Blueprint

Ioannis (Giannis) Kostopoulos, PhD (UK)
Delivering high-quality services first requires an effective service design process. Intentional service design ensures...
Keywords: Customer Relations, Service
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Managing Quotas to Improve Customer Relationships and Sales Performance

Charles H. Schwepker, Jr., PhD, David J. Good, PhD, and Brooke N. Buerky, MBA Student
Sales control systems play a critical role in directing, evaluating, and monitoring the activities of an organization's salespeople. Sales quotas, for instance...
Keywords: Customer Relations, Management, Marketing and Sales
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INSIDER: Sales Shift

Natasha Ashton, MBA Candidate
Due to the pervasive technique of inbound marketing and exponentially increasing consumer demand for content-driven promotions and advertising, the sales paradigm has changed. But has your selling approach changed? If not...
Keywords: Insider, Lead Generation, Marketing and Sales
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INSIDER: Smart Calling

Clint Justice, MBA Candidate
When you think of cold calling, does a knot immediately form in your stomach? How often do you use cold calling to generate new leads for your business? For many real estate agents...
Keywords: Insider, Lead Generation, Marketing and Sales
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