Satisfaction with the Salesperson

What it measures

The scale measures customer satisfaction with an individual salesperson, developed using paired customer-salesperson data from a real retail setting.

Response format

7-point Likert (1=strongly disagree, 7=strongly agree)

Scale items

• I am very satisfied with the products and the service of the salesperson.
• I am very satisfied with the quality of consulting of the salesperson.
• Overall, I am very satisfied with the salesperson.

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Ryari, Alavi, and Wieseke (2021) described this scale as “based on” Susskind, Kacmar, and Borchgrevink (2003), though the degree of similarity to that source wasn't detailed — worth treating as a loose adaptation rather than a direct one. Used with dyadic customer-salesperson data from a retail furniture chain, reliability was excellent (α = .95). CFA was used to examine the psychometric quality of the study's measures. The authors suggest some items referencing personal resource scarcity may have modestly limited internal consistency.

Citation

Ryari, H., Alavi, S., & Wieseke, J. (2021). Drown or Blossom? The Impact of Perceived Chronic Time Pressure on Retail Salespeople's Performance and Customer–Salesperson Relationships. Journal of Retailing, 97(2), 217-237.

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