Customer Oriented Behavior

Historical background of Customer orientation & Real Estate, the underlying importance of the dissertation

The goal of this research paper is to study customer oriented behavior. It examines the interaction of stress and satisfaction effecting customer oriented behavior in Real estate. Employees work on the expectations of salary, bonus, comfort, self-skills and knowledge, this helps them perform better (Rousseau, 1989). Customer orientation is the methodology applied by the sales person to create long term relation with their customer to fulfill their needs (Jacob and Dodd, 2003). It is hypothesized to be a combination of two outlooks; behavior and attitudes (Stock and Hoyer, 2005). It’s considered to a psychological variable that is an outcome

Factors that hinder these come from the stress of workload and difficulty in catching up with objectives (Hartline and Ferrell, 1996). It is very important that employees recognize their abilities and interact well with their customers, despite the stress. This automatically impacts on job performance linking to customer oriented behavior (Drown et al., 2002). What also helps in overcoming negative issues is when employee helps another employee by increasing their confidence, which tends to have higher orientation and perform better (Vandenberghe et al., 2007). The role of supervisors also is considered to be very uplifting in real estate (Susskind et al.,

It will be based on implicit and explicit factors that could be used as organizational strategy to reduce the stress of employees and improve their performance for better profits. Let’s discuss some studies that were done by researchers in this context. In period of 1997-2002, a Swedish researcher studies the role of implicit factors in Swedish real estate. The study was conducted on one real estate over those years. The limitation was that the study was focused on a specific organization and had to be re-created as the progress of this field has improved over time. It showed how the role of communication and reputation became a positive area in improving customer orientation. Another research was conducted in Australia, examining the effects of stated factors on real estate agents. The sample was for about 108 employees in this field (Sandra Gountas, 2014). The limitation of the study was that the sample size was small to generalize it for the entire organizational field. A similar study was also taken into consideration in 2009.

The concept of customer orientation and its link with stress has been a crucial issue to solve in real estate. The high sales pressure has been stimulating the performances of employees (Wright TA and Cropanzano R, 2000). The role of stress in performance was also seen by Devaney, M. (2001) where he explained how we misunderstand good stress