Isakson, Hans R.; Spencer, Michael - In: Journal of Real Estate Research 20 (2000) 1, pp. 179-188
This study explores the implications of applying Total Quality Management (TQM) principles to residential real estate brokerage, specifically the need for customer focus. Deming's (1986) TQM system of fourteen points reduced to four distinct subsystems. The most critical of these is the need for...