Practice of excellent companies in the real estate industry

Abstract

Notes the competitive nature of the US real estate industry and reports on the three largest firms which are continuing to grow despite the difficult market situation. Emphasizes the role of training and development of staff in the success of these companies, stressing the focus on “soft” skills with regard to customer care. Looks at factors such as service philosophy and the foundations and standards which form the basis of the approach taken by the three companies and suggests that their success is likely to continue.

Citation

Mercer, C.L. and Kleiner, B.H. (1997), "Practice of excellent companies in the real estate industry", Managing Service Quality: An International Journal, Vol. 7 No. 1, pp. 31-33. https://doi.org/10.1108/09604529710158274