Salesperf: The Salesperson Service Performance Scale
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 w...
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| Veröffentlicht in: | The Journal of personal selling & sales management 2009-09, Vol.29 (4), p.367-376 |
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| Sprache: | eng |
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| container_end_page | 376 |
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| container_issue | 4 |
| container_start_page | 367 |
| container_title | The Journal of personal selling & sales management |
| container_volume | 29 |
| creator | Amyx, Douglas Bhuian, Shahid |
| description | 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. |
| doi_str_mv | 10.2753/PSS0885-3134290405 |
| format | Article |
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| fulltext | fulltext |
| identifier | ISSN: 0885-3134 |
| ispartof | The Journal of personal selling & sales management, 2009-09, Vol.29 (4), p.367-376 |
| issn | 0885-3134 1557-7813 |
| language | eng |
| recordid | cdi_jstor_primary_40472196 |
| source | EBSCO Business Source Complete; JSTOR |
| subjects | Brand loyalty Customer services Demography Marketing Marketing strategies Measurement techniques Performance management Personal selling Psychometrics Quality of service Research Note Sales management Sales personnel Sales representatives Salespeople Standard error Studies |
| title | Salesperf: The Salesperson Service Performance Scale |
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