Abstract
In recent years, because of some alterations in the government policies and market-place structures, it seems that Real Estate Broking (REB) will be a main stream in the Real Estate Marketing. It is expected that the development of REB will be promising and prospective.
However, there are few logistically developed standard operation procedures (SOPs) for customer service. In some large-scale companies with well-developed management systems, there are some service procedures based on empirical practices. However, these procedures have not been documented and served as guides for newcomers to the field. These result in raising the complexity and lowering the overall service quality of REB. In addition, because of the lack of SOPs, it can hardly earn a trust and satisfy the increasing varieties of need from customers.
SOPs help in the transportation of profession, confidence, safety, and efficiency for the REB processes to customers from the service providers. They also provide brand-image awareness to consumers and good relationships between the customers and providers. Also, service mistakes from the providers can be minimized and achieve the uniformity and efficiency of operations. The necessity for constructing related SOPs becomes evident.
This study was based on practical broking procedures and related academic treatises to develop SOPs for the REB. The investigations divided the customer-service procedures into three phases and incorporated a feedback mechanism of ¡§Customer Satisfactory Management¡¨ and an application of ¡§Information Science and Personnel Management¡¨ to construct a conceptual frame for the procedures. The study also provided revisions and integrity of the constructed frame by analyzing some practical cases. The developed SOPs are expected to be a basis for improving the service quality of the REB and a reference for constructing a mechanism for consumer service.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0901103-110846 |
| Date | 01 September 2003 |
| Creators | Chen, Kuo-Yin |
| Contributors | Iuan-Yuan Lu, Che-Hung Lin, Tsun-Jin Chang, Jin Feng Uen |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0901103-110846 |
| Rights | restricted, Copyright information available at source archive |
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