Total Quality Management and Residential Real Estate Agency Issues
Year: 2000
Type: article
Abstract: This study explores the implications of applying Total Quality Management (TQM) principles to residential real estate brokerage, specifically the need for customer focus. Deming's (1986) TQM system of fourteen points is reduced to four distinct subsystems. The most critical of these is the need for customer focus. Several approaches to agency in residential real estate brokerage are presented, with an examination of the ease with which customer focus can be obtained within each approach. The main finding is that customer focus can be achieved easier with the agency specialization approach.
Source: Journal of Real Estate Research
Authors: Hans Isakson, Michael Spencer
Institution: University of Northern Iowa
Language: English
Subfield: Management Information Systems
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W3123044239