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 proceedingConference article published in proceeding or bookAcademic researchpeer-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 languageEnglish
Title of host publication2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008
Pages599-603
Number of pages5
DOIs
Publication statusPublished - 1 Dec 2008
Event2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008 - Singapore, Singapore
Duration: 8 Dec 200811 Dec 2008

Conference

Conference2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008
CountrySingapore
CitySingapore
Period8/12/0811/12/08

Keywords

  • Complaint
  • Dissatisfaction
  • Regret
  • Service quality
  • Word of mouth

ASJC Scopus subject areas

  • Management Information Systems
  • Industrial and Manufacturing Engineering

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