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Keller Center Research Report

Keller Center for Research

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June 2019 (Vol. 12, Iss. 2)


I, Me, & My: Little Words that Make a Big Difference in Agent-Customer Interactions

Grant Packard, PhD, Sarah G. Moore, PhD, and Brent McFerran, PhD
Through five studies, we explored the impact of using I, we, and you pronouns on purchase behaviors and customer satisfaction in sales and service interactions. What we found challenges conventional wisdom and practice when it comes to talking to customers.
Keywords: Customer Relations
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Coping with Stress in Real Estate

Jane E. Machin, PhD, Ann M. Mirabito, PhD, Natalie Ross Adkins, PhD, Elizabeth Crosby, PhD, and Justine Rapp Farrell, PhD
Stress is a national epidemic and is especially problematic among real estate professionals, manifesting in the second highest rates of anxiety and depression among all occupations. Ultimately, your business depends upon your ability to manage your stress, and our research points to some novel ways to help.
Keywords: Customer Relations
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Do Opposites Attract?

Stephanie M. Mangus, PhD and Ayalla Ruvio, PhD
Relationships are multidimensional and have external social factors acting on them to make them stronger or break them down. Therefore, it is imperative, especially in buyer-seller relationships, to utilize both similarities and differences between individuals to strengthen the relationship.
Keywords: Customer Relations
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Networking: The Difference in Knowing and Doing

Ko Kuwabara, PhD, Claudius A. Hildebrand, PhD, and Xi Zou, PhD
Networking can be a difficult issue for real estate professionals, and navigating that reality is key to successfully expanding professional ties to produce benefit for a firm, client, or project. This research examines how individuals' mindsets about networking affect their motivation to engage in networking.
Keywords: Management
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Cooperation in Client Relationships

Bruno Lussier, PhD and Zachary R. Hall, PhD
A critical success factor in the salesperson-customer relationship is cooperation. The purpose of this research is to analyze how salespeople’s actual cooperation efforts influence how customers perceive cooperation, and how customer-perceived cooperation influences relationship outcomes.
Keywords: Customer Relations, Marketing and Sales
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INSIDER: The Art of Everyday Assertiveness

Zack Snider, MBA Candidate
Have you ever found yourself in a difficult situation because you went along with what your peers asked of you? In situations like this, assertiveness is the key to getting unstuck from other people’s routines and unlocking your own motivators to do what YOU want for the reasons YOU deem important.
Keywords: Insider
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INSIDER: Show Up: Unlocking the Power of Relational Networking

Maria Arauz, MBA Candidate
As a real estate agent, you’re likely familiar with networking—but how can you stand out when everyone else is familiar with it, too? In his book, Show Up: Unlocking the Power of Relational Networking, author David France provides personal stories and applicable advice to help improve your networking strategy.
Keywords: Insider
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