Purpose – The purpose of this paper is to identify the strategies of formal customer evaluations and the use of satisfied customer index in the Swedish commercial real estate industry. Design/methodology/approach – This research is based on an inventory of 24 commercial real estate companies...

Purpose – In long‐term business relationships the customer experience is affected by how the customer perceives the quality of the customer relationship. The purpose of this paper is to understand the customer relationship quality construct in landlord‐tenant relationships in a...

Purpose – The purpose of this paper is to analyse how the espousing of customer relations has evolved over time in the real estate sector. Has a shift occured within the Swedish real estate sector from product thinking towards customer thinking? Design/methodology/approach – The research is...