Exploring customer orientation in the real estate: the customer perspective
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Customer orientation is part of a customer’s overall satisfaction assessment. This study builds on previous research on the relationship between customer orientation and customer satisfaction (Susskind, Borchgrevink, and Kacmar, 2003). The research is concerned with customers’ experiences of the real estate industry and explores the relationships between the customers’ perception of the service providers’ customer orientation, customer trust, service provider sincerity and satisfaction. The research also examines age and gender differences in consumer responses to their general evaluation of customer orientation, sincerity, satisfaction, and trust. The sample is drawn from an existing online database and comprises 697 responses. The findings suggest positive relationships between the variables and significant differences according to age group and gender. The implications for the real estate industry and further opportunities for research are discussed.
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