This three-item scale measures a customer's satisfaction with a particular salesperson, focusing on the level of service received. Burchett, Murtha, and Kohli (2023) used it in Studies 2a, 3a, and 3b of their research on secondary selling. They described it as adapted from a company satisfaction measure by Homburg, Müller, and Klarmann (2011), although the two scales share little wording.
5-point Likert (1 = strongly disagree, 5 = strongly agree)
Full scale items shown. Always cite the original source when using this scale in research.
Alphas were .96 (Study 2a), .97 (Study 3a), and .97 (Study 3b) (Burchett, Murtha, and Kohli 2023, p. 588; Web Appendix, p. 19). A CFA in Study 2a supported unidimensionality, strong loadings, and discriminant validity relative to the other scales in the studies (pp. 588, 595; Web Appendix, p. 11); AVE was very high at .90. Named with a qualifier to distinguish it from Satisfaction with the Salesperson (ID 90129). See also Salesperson's Adaptive Selling Behaviors (ID 90524) and Reactance to the Salesperson's Recommendations (ID 90510), from the same article.
Burchett, Molly R., Brian Murtha, and Ajay K. Kohli (2023), "Secondary Selling: Beyond the Salesperson-Customer Dyad," Journal of Marketing, 87 (4), 575-600.
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