Determinants of repurchase intentions of real estate agent services: Direct and indirect effects of perceived ethicality

Research on the psychological determinants of consumer repurchase decisions for professional services is limited. The authors focus on real estate agents and develop a model of determinants of repurchase intentions of agent services. The model was tested on a sample of clients (property sellers) for a Scandinavian real estate agent. The perceived ethicality of the service provider was found to influence repurchase intentions in three different ways. Clients' co-production motivation moderated (increased) the effect of perceived ethicality. The findings have important implications for researchers and managers of real estate agent services.