Communication Openness (Service Provider/Customer)

What it measures

A four-item likert scale designed to measure the degree to which there is meaningful and timely sharing of information between oneself and a service provider.

Response format

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

Scale items

• keeps me very well informed about what is going on with my __________.
• explains __________ in a meaningful way.3
• always offers me as much information as I need.
• always explains to me the pros and cons of the __________ he/she recommends to me.
• The generic name of the service provider should be placed in the blank, e.g., financial adviser, physician.
• The blank should be filled with a name or description of the topic being discussed, e.g., investments, health.
• The blank should be filled with a name or description of the topic for which help is being sought, e.g., financial concepts and recommendations, medical and
• The blank should be filled with a name or description of the type of recommendation being made, e.g., investment, medical treatment.

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

Usage notes & scoring

Convergent and discriminant validity evidence was provided by the original authors.

Citation

Auh, Seigyoung, Simon J. Bell, Colin S. McLeod, and Eric Shih (2007), “Co-production and Customer Loyalty in Financial Services,” Journal of Retailing, 83 (3), 359-370.

Keywords