Determinants of repurchase intentions of real estate agent services: Direct and indirect effects of perceived ethicality

Citation data:

Journal of Retailing and Consumer Services, ISSN: 0969-6989, Vol: 35, Page: 84-90

Publication Year:
2017
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DOI:
10.1016/j.jretconser.2016.12.006
Author(s):
Nhat Quang Le; Magne Supphellen
Publisher(s):
Elsevier BV
Tags:
Business, Management and Accounting
article description
Research on the psychological determinants of consumer repurchase decisions for professional services is limited. The authors focus on real estate agents and develop a model of determinants of repurchase intentions of agent services. The model was tested on a sample of clients (property sellers) for a Scandinavian real estate agent. The perceived ethicality of the service provider was found to influence repurchase intentions in three different ways. Clients’ co-production motivation moderated (increased) the effect of perceived ethicality. The findings have important implications for researchers and managers of real estate agent services.