Salesperf: The salesperson service performance scale

Douglas Amyx, Shahid Bhuian

Research output: Contribution to journalArticle

12 Citations (Scopus)

Abstract

Delivering outstanding service quality is essential to corporate success, and salespeople play a critical role in delivering high-quality service as boundary spanners between customers and the organization they represent. Given the importance of salesperson service performance, the SALESPERF scale was adapted from the service quality literature and developed for use in a personal selling setting. A sample of 116 customers evaluated the service performance of their sales representative for a newspaper publisher. Exploratory analysis and confirmatory factor analysis were used to develop a unidimensional scale. Convergent, discriminant, and predictive validity for SALESPERF were supported. Finally, implications regarding how salespeople may provide superior service and future research avenues are discussed.

Original languageEnglish
Pages (from-to)367-376
Number of pages10
JournalJournal of Personal Selling and Sales Management
Volume29
Issue number4
DOIs
Publication statusPublished - Sep 1 2009

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ASJC Scopus subject areas

  • Human Factors and Ergonomics
  • Management of Technology and Innovation

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