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

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

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Nhat Quang Le; Magne Supphellen
Elsevier BV
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.