Steve Sawyer, Kevin Crowston, Rolf T. Wigand, Marcel Allbritton
Abstract
Information and communications technologies (ICT) are becoming pervasive in
the residential real estate industry and their usage is affecting the work lives
of real estate agents. Drawing on data from a regional study of the residential
real-estate industry in the United States, we focus on the dis-intermediation
or, more accurately, the re-intermediation of real estate agents in the sales
process. Using data collected from interviews, direct observation, and archival
records, we examine how real estate agents are (1) taking advantage of new ICT
in their work, and (2) protecting themselves from others wishing to displace
their position in the real estate value chain. Our analysis of this activity
draws on two contrasting theoretical perspectives to illuminate the roles of
residential real estate agents: transaction-cost and social-capital. The results
of this study provide insights into the ways in which ICT are used to build
and draw on the social relationships that underpin the actual transactions,
to help guide the process of buying/selling a house, and to invoke expertise
as needed.
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