Keller Center for Research

Browse Archives by Keyword: Service

Selling Effectiveness: The Role of Interpersonal Mentalizing
Subhra Chakrabarty, DBA, Robert E. Widing II, PhD and Gene Brown, PhD
The effectiveness of salespeople depends on how they interact with customers. Sales organizations recruit and train salespeople so that they can identify and satisfy customer needs in the long-run...

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...

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...

Comparing Apples-to-Apples or Apples-to-Oranges: Choice Difficulty in Home Buying
Eunice Kim Cho, PhD, Uzma Khan, PhD, and Ravi Dhar, PhD
Consumers are faced with choices each day. Marketers try desperately to influence our decision-making process, capturing our attention and appealing to...

The Cost of Choosing: Cognitive Resource Depletion in the Home Buying Process
Vanessa G. Perry, PhD and J.D. Lee, PhD
Does expending more effort make consumers smarter? We question the intuitive assumption that consumers will make better decisions based on the...

Communicating the Value of the Real Estate Professional
Daria Dzyabura, PhD
In the first decade of the 21st century, a profound shift has occurred in the way people shop for real estate. Unlike past generations, this new generation of consumers...

Legislation as a Tool for Reform: The Case of New Zealand
Robert Davis, PhD (New Zealand)
In November 2009, The New Zealand Government introduced the Real Estate Agents Act 2008. This new act replaced the Real Estate Agents Act 1976. The main purpose of...

Is The Customer Always King?
Christian Homburg, PhD (Germany), Michael Muller, PhD (Germany), and Martin Klarmann, PhD (Germany)
Whether in retail sales, business-to-business sales, or home sales, conventional wisdom suggests "the customer is always right." Identifying and meeting customer needs is also...

Achieving Service Excellence in Real Estate: The Fundamental Tenets
Lance A. Bettencourt, PhD
Service is a critical factor to business success now more than ever (Bettencourt forthcoming). Research shows that improved service drives customer loyalty and...

First Impressions Matter: Initiating Trustful Service Relationships
Anja Geigenmüller, PhD (Germany)
Long-term customer relationships are the building blocks of a firm's success. Practitioners and researchers have long recognized the positive effects of close customer...

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