Service quality, homebuyers' regret and dissatisfaction in China real estate market

J. T. Chen; Chi Man Hui; Z. M. Wang

doi:10.1109/IEEM.2008.4737939

Service quality, homebuyers' regret and dissatisfaction in China real estate market

J. T. Chen, Chi Man Hui, Z. M. Wang

Research output: Chapter in book / Conference proceeding › Conference article published in proceeding or book › Academic research › peer-review

3 Citations (Scopus)

Abstract

Surveys continuously revealed that many homebuyers suffer regret and dissatisfaction in China real estate market. Previous researches on residential satisfaction had focused on attributes of houses and individual characteristics, but the effects of service quality on postpurchase regret and satisfaction were largely ignored. This paper demonstrated that service quality significantly impacts residential purchasers' regret and dissatisfaction by three studies. Moreover, regretful or dissatisfied homebuyers were found to be likely to engage in word of mouth (WOM) in virtual communities instead of their social network. This article also indicated that the effects of regret on online WOM, voice complaint and complaint to a third party were mediated via dissatisfaction. Finally, implications for real estate service innovation and management practice and limitations of the study were discussed.

Original language	English
Title of host publication	2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008
Pages	599-603
Number of pages	5
DOIs	https://doi.org/10.1109/IEEM.2008.4737939
Publication status	Published - 1 Dec 2008
Event	2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008 - Singapore, Singapore Duration: 8 Dec 2008 → 11 Dec 2008

Conference

Conference	2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008
Country/Territory	Singapore
City	Singapore
Period	8/12/08 → 11/12/08

Keywords

Complaint
Dissatisfaction
Regret
Service quality
Word of mouth

ASJC Scopus subject areas

Management Information Systems
Industrial and Manufacturing Engineering

More information

10.1109/IEEM.2008.4737939

Cite this

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title = "Service quality, homebuyers' regret and dissatisfaction in China real estate market",

abstract = "Surveys continuously revealed that many homebuyers suffer regret and dissatisfaction in China real estate market. Previous researches on residential satisfaction had focused on attributes of houses and individual characteristics, but the effects of service quality on postpurchase regret and satisfaction were largely ignored. This paper demonstrated that service quality significantly impacts residential purchasers' regret and dissatisfaction by three studies. Moreover, regretful or dissatisfied homebuyers were found to be likely to engage in word of mouth (WOM) in virtual communities instead of their social network. This article also indicated that the effects of regret on online WOM, voice complaint and complaint to a third party were mediated via dissatisfaction. Finally, implications for real estate service innovation and management practice and limitations of the study were discussed.",

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Chen, JT, Hui, CM & Wang, ZM 2008, Service quality, homebuyers' regret and dissatisfaction in China real estate market. in 2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008., 4737939, pp. 599-603, 2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008, Singapore, Singapore, 8/12/08. https://doi.org/10.1109/IEEM.2008.4737939

Service quality, homebuyers' regret and dissatisfaction in China real estate market. / Chen, J. T.; Hui, Chi Man; Wang, Z. M.

2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008. 2008. p. 599-603 4737939.

Research output: Chapter in book / Conference proceeding › Conference article published in proceeding or book › Academic research › peer-review

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AB - Surveys continuously revealed that many homebuyers suffer regret and dissatisfaction in China real estate market. Previous researches on residential satisfaction had focused on attributes of houses and individual characteristics, but the effects of service quality on postpurchase regret and satisfaction were largely ignored. This paper demonstrated that service quality significantly impacts residential purchasers' regret and dissatisfaction by three studies. Moreover, regretful or dissatisfied homebuyers were found to be likely to engage in word of mouth (WOM) in virtual communities instead of their social network. This article also indicated that the effects of regret on online WOM, voice complaint and complaint to a third party were mediated via dissatisfaction. Finally, implications for real estate service innovation and management practice and limitations of the study were discussed.

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BT - 2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008

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Service quality, homebuyers' regret and dissatisfaction in China real estate market

Abstract

Conference

Keywords

ASJC Scopus subject areas

More information

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