Communication Openness Scale (Downsizing)

What it measures

Four-item scale measuring the extent to which a downsizing firm disclosed information to customers proactively, promptly, and completely. Reflects three interrelated dimensions of open communication: proactivity (disclosing without being asked), timeliness (responding promptly), and completeness (providing full information to counter rumours). A counterintuitive finding: open communication reduced customer uncertainty only when product importance was high or informal ties were strong; it increased uncertainty otherwise.

Representative items

• We openly informed our customers about the downsizing.
• We informed our customers proactively about the downsizing.
• We informed our customers about the downsizing in a timely manner.

Citation

Homburg, C., Klarmann, M., & Staritz, S. (2012). Customer uncertainty following downsizing: The effects of extent of downsizing and open communication. Journal of Marketing, 76(3), 112–129.