Switching behaviour in property related professional services

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dc.contributor.author Levy, Deborah en
dc.contributor.author Lee, CKC en
dc.date.accessioned 2012-04-22T21:46:41Z en
dc.date.issued 2009 en
dc.identifier.citation Journal of Property Research 26(1):87-103 2009 en
dc.identifier.issn 0959-9916 en
dc.identifier.uri http://hdl.handle.net/2292/17444 en
dc.description.abstract Traditionally, when trying to understand property markets researchers have tended to take a positivist approach and assume rational decision-making behaviour. More recently, however, alternative non-positivist approaches have been used to understand the behaviour of the different participants within these markets. These approaches allow us to discover the importance of social structures and processes. This paper explores social processes within the context of clients and providers of professional property services within the Auckland market. Customer retention and loyalty is a major goal of property service providers because of the negative impact of lost customers on a company's profit and market share. It is thus important for any service provider to ascertain the reasons for their clients' decisions to leave them for their competitors. A considerable amount of work in the marketing literature has explored the customer's decision to switch from one service provider to another. Little research, however, has been undertaken in the context of property service providers. This paper investigates customers' reasons for switching property service providers within a business-to-business context. The method for this study is by means of in-depth interviews with a number of experienced clients who regularly use the services of valuers, real estate agents, architects and lawyers. The results uncover several key reasons for switching across different types of service providers and clients within the context of property markets. en
dc.description.uri http://www.informaworld.com/smpp/content~db=all?content=10.1080/09599910903290060 en
dc.publisher Routledge en
dc.relation.ispartofseries Journal of Property Research en
dc.rights Items in ResearchSpace are protected by copyright, with all rights reserved, unless otherwise indicated. Previously published items are made available in accordance with the copyright policy of the publisher. Details obtained from : http://www.sherpa.ac.uk/romeo/issn/0959-9916/ en
dc.rights.uri https://researchspace.auckland.ac.nz/docs/uoa-docs/rights.htm en
dc.title Switching behaviour in property related professional services en
dc.type Journal Article en
dc.identifier.doi 10.1080/09599910903290060 en
pubs.issue 1 en
pubs.begin-page 87 en
pubs.volume 26 en
dc.rights.holder Copyright: Taylor & Francis en
pubs.end-page 103 en
dc.rights.accessrights http://purl.org/eprint/accessRights/RestrictedAccess en
pubs.subtype Article en
pubs.elements-id 88863 en
pubs.org-id Business and Economics en
pubs.org-id Property en
dc.identifier.eissn 1466-4453 en
pubs.record-created-at-source-date 2010-09-01 en

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