Salesperf: The salesperson service performance scale

Douglas Amyx*, Shahid Bhuian

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

18 Citations (Scopus)


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
Issue number4
Publication statusPublished - Sept 1 2009
Externally publishedYes

ASJC Scopus subject areas

  • Human Factors and Ergonomics
  • Management of Technology and Innovation


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