Salesperf: The salesperson service performance scale

Douglas Amyx*, Shahid Bhuian

*المؤلف المقابل لهذا العمل

نتاج البحث: المساهمة في مجلةمقالمراجعة النظراء

18 اقتباسات (Scopus)

ملخص

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.

اللغة الأصليةEnglish
الصفحات (من إلى)367-376
عدد الصفحات10
دوريةJournal of Personal Selling and Sales Management
مستوى الصوت29
رقم الإصدار4
المعرِّفات الرقمية للأشياء
حالة النشرPublished - سبتمبر 1 2009
منشور خارجيًانعم

ASJC Scopus subject areas

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