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@article{ART001795090},
author={DongHwan Kim and Joo Hyun Cho},
title={The Effect of B2B Service Quality of Medium/Large Scale Office Building on Performance Variables},
journal={Korea Real Estate Review},
issn={2092-5395},
year={2013},
volume={23},
number={2},
pages={53-78}

TY - JOUR
AU - DongHwan Kim
AU - Joo Hyun Cho
TI - The Effect of B2B Service Quality of Medium/Large Scale Office Building on Performance Variables
JO - Korea Real Estate Review
PY - 2013
VL - 23
IS - 2
PB - korea real estate research institute
SP - 53
EP - 78
SN - 2092-5395
AB - So far, office building service quality has been studied on the causality between service quality and customer satisfaction based on the SERVQUAL and SERVPERF model without the distinction of consumer and industrial goods. However, the office building B2B service quality is to be made by the research focusing on the B2B service quality at the point of view of the producer or business activities, because the office building B2B service quality is involved in the production factors or intermediate consumer goods. This study focused on the mediating roles of these three construct-office building B2B service quality, relationship satisfaction and relationship retention-in predicting tenant loyalty (contract renewal and word of mouth). All the hypotheses of positive relationships among good B2B service quality, relationship satisfaction, relationship retention and loyalty are statistically accepted. According to these results, landlord and property manager of medium/large scale office building must differentiate their properties in the B2B market and retain tenants. Also, they need to increase existing tenant’s satisfaction rather than one-year-before tenant satisfaction to achieve a higher loyalty (tenants retention and word of mouth) in the long run.
KW - office building B2B service quality;industrial goods;relationship satisfaction;relationship retention and tenant loyalty
DO -
UR -
ER -

DongHwan Kim and Joo Hyun Cho. (2013). The Effect of B2B Service Quality of Medium/Large Scale Office Building on Performance Variables. Korea Real Estate Review, 23(2), 53-78.

DongHwan Kim and Joo Hyun Cho. 2013, "The Effect of B2B Service Quality of Medium/Large Scale Office Building on Performance Variables", Korea Real Estate Review, vol.23, no.2 pp.53-78.

DongHwan Kim, Joo Hyun Cho "The Effect of B2B Service Quality of Medium/Large Scale Office Building on Performance Variables" Korea Real Estate Review 23.2 pp.53-78 (2013) : 53.

DongHwan Kim, Joo Hyun Cho. The Effect of B2B Service Quality of Medium/Large Scale Office Building on Performance Variables. 2013; 23(2), 53-78.

DongHwan Kim and Joo Hyun Cho. "The Effect of B2B Service Quality of Medium/Large Scale Office Building on Performance Variables" Korea Real Estate Review 23, no.2 (2013) : 53-78.

DongHwan Kim; Joo Hyun Cho. The Effect of B2B Service Quality of Medium/Large Scale Office Building on Performance Variables. Korea Real Estate Review, 23(2), 53-78.

DongHwan Kim; Joo Hyun Cho. The Effect of B2B Service Quality of Medium/Large Scale Office Building on Performance Variables. Korea Real Estate Review. 2013; 23(2) 53-78.

DongHwan Kim, Joo Hyun Cho. The Effect of B2B Service Quality of Medium/Large Scale Office Building on Performance Variables. 2013; 23(2), 53-78.

DongHwan Kim and Joo Hyun Cho. "The Effect of B2B Service Quality of Medium/Large Scale Office Building on Performance Variables" Korea Real Estate Review 23, no.2 (2013) : 53-78.