Date of Conferral

2023

Degree

Doctor of Business Administration (D.B.A.)

School

Business Administration

Advisor

Dr. Janet Booker

Abstract

Many mortgage brokers leave the mortgage industry because of unforeseen changes andvolatility. Mortgage brokers are concerned with adequate strategies to mitigate industry volatility and inconsistent sales, which is important to successful sustainability during challenging times. Grounded in relationship marketing theory, the purpose of this qualitative single case study was to explore the strategies seven mortgage brokers from a single organization used to sustain sales during volatile times. Data were collected using semistructured interviews by telecommunication, a reflective journal, LinkedIn, Facebook, and broker websites. Through thematic analysis, three themes emerged: maintaining a presence with new and existing clients, understanding client needs, and offering concise communication and consistency. A key recommendation for mortgage brokers is showing commitment to new and existing clients through effective communication and client engagement. The implication for positive social change includes the potential to enhance job security, foster trust and loyalty, and create customer satisfaction which may expand housing and employment opportunities for the communities, with derivative increases in tax revenues to benefit surrounding communities.

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