LANDLORD AND TENANT RELATIONSHIP, ITS EFFECTS ON PROPERTY VALUES

LANDLORD AND TENANT RELATIONSHIP, ITS EFFECTS ON PROPERTY VALUES

ABSTRACT

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

METHODOLOGY / APPROACH: The theoretical framework is adapted from relationship marketing literature and this is then applied in case study settings to five customer companies in a landlord and tenant relationship. The paper framework of 13 relationship quality attributes and applies these to the case companies. Findings: The results suggest that some of the suggested relationship quality attributes have an importance in a landlord relationship while some suggested attributes have less value.

Research limitations /implications:- The case studies were conducted in companies that occupy office premises in multi-user.

Originality/value: This paper introduces theoretical understanding from relationship marketing literature into the real estate and adds practical understanding of customer relationship management into the rental business.