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Abstract
This paper reviews service quality research in the residential real estate brokerage industry. This article emphasizes the important role that leveraging service quality plays in differentiating a real estate firm from its competitors. The study focuses on the initial measurement model that was developed and refined in the marketing literature, the Nelson and Nelson (1995) adaptation to real estate (RESERV), and the most recent works to reconcile the current understanding of the role that service quality plays in the brokerage industry. This review concludes with suggested directions for future research.