by Hon Chui Yuk, Milkie. / Thesis (M.Phil.)--Chinese University of Hong Kong, 1998. / Includes bibliographical references (leaves 151-170). / Abstract and questionnaire also in Chinese. / ACKNOWLEDGMENTS --- p.i / ABSTRACT --- p.ii / TALE OF CONTENT --- p.vii / LISTS OF FIGURES --- p.ix / LISTS OF TABLES --- p.x / Chapter Chapter 1: --- INTRODUCTION --- p.1 / Chapter Chapter 2: --- INDUSTRY BACKGROUND --- p.5 / Introduction --- p.5 / Real Estate Brokerage Industry --- p.5 / The Practice in Real Estate Brokerage Industry --- p.11 / Real Estate Agency Concept --- p.11 / Dual Role of Agent in Hong Kong --- p.13 / Nature of Occupation --- p.14 / Recent Changes in the Real Estate Brokerage Industry --- p.15 / Consequences of the Changes in the Real Estate Brokerage Industry …… --- p.21 / Chapter Chapter 3: --- LITERATURE REVIEW --- p.26 / Service Marketing --- p.26 / Classification of Service - Highlighting the Human Dimension --- p.27 / Services Marketing - Importance of the Human Dimension Elements --- p.30 / Marketing Mix Concept --- p.31 / Service Encounter --- p.32 / Characteristics of Customer Contact Employees Affecting the Evaluation of Service Encounters --- p.36 / Effects of Service Encounters --- p.37 / Customer Retention and Relationship Marketing --- p.40 / Commitment - Essential Ingredient of Successful Long-Term Relationship --- p.42 / Relationship Quality/Strength - Ingredient of Relationship Development and Enhancement --- p.47 / Customer Perceived Service Quality --- p.62 / A Summary --- p.70 / Chapter Chapter 4: --- THE PROPOSED MODEL AND RESEARCH HYPOTHESES --- p.72 / A Model Of Service Relationship Formation and Enhancement --- p.74 / Conceptualization and Hypotheses --- p.78 / Relationship Formation stage →Relationship Enhancement stage --- p.78 / Relationship Enhancement stage →Outcomes --- p.87 / Effects of Trust and Satisfaction on Affective Commitment --- p.90 / Chapter Chapter 5: --- RESEARCH DESIGN AND RESEARCH METHODOLOGY --- p.92 / Research Design --- p.92 / Sampling Design --- p.92 / Survey Administration --- p.94 / Research Instrument --- p.97 / Measures and Operationalization --- p.98 / Method of Analysis --- p.100 / Scale Analysis --- p.100 / Structural Equation Modeling --- p.100 / Chapter Chapter 6: --- ANALYSIS AND RESULTS --- p.104 / Respondent Profile --- p.104 / Structural Equation Modeling --- p.106 / Original Conceptual Model (CCOM) --- p.109 / Measurement Model Evaluation --- p.109 / Structural Equation Model Results --- p.114 / The Modified Conceptual Model (CCOM) --- p.120 / Measurement Model Evaluation --- p.120 / Structural Equation Model Results --- p.120 / Chapter Chapter 7: --- DISCUSSION AND CONCLUSION --- p.127 / Summary --- p.127 / Contributions of the Research --- p.129 / Limitations --- p.135 / Directions for Future Research --- p.136 / APPENDICES --- p.139 / REFERENCES --- p.151