Exploring service industry culture transformation as a consequence of legislative change: The case of the Real Estate Agents Act 2008

Exploring service industry culture transformation as a consequence of legislative change: The case of the Real Estate Agents Act 2008 2010 Davis, Robert; Crotty, Mary; Hawkins, Roger In 2009, data was collected to explore industry transformation as a consequence of legislative change, that is, as a consequence of the Real Estate Agents Act 2008. In this paper we explore the response of key industry stakeholders to this legislation. The data consists of the qualitative interviews of 23 industry participants in Auckland, New Zealand. These participants included; industry trainers, potential and existing real estate agents as well as franchise owners and independent companies. Our analysis uses grounded theory as the mode of analysis. We also use the 4 core properties of service culture advocated by Ostrom et al., (2010) to guide our analysis. The research implications and limitations are discussed.