Emotional Information Exchange

What it measures

A six-item scale measuring the degree to which a consumer shares personal emotional information with a service provider — disclosing feelings, worries, and personal life details that go beyond the purely transactional aspects of the service relationship. Items assess sharing of worries, personal life, feelings, emotional reactions to the service, and relationship of trust that enables this disclosure. Developed in health service contexts and applied to sharing economy service relationships.

Representative items

• I tell my _____ about my worries.
• I talk about feelings with my _____.
• My _____ and I have a relationship in which I feel comfortable expressing emotions.

Citation

Camacho, Nuno, Martijn De Jong, and Stefan Stremersch (2014). The effect of customer information control on firm performance in health care markets. Journal of the Academy of Marketing Science, 42(4), 383–396. [Applied by: Costello, John P. and Rebecca Walker Reczek (2020). Providers versus platforms: Marketing communications in the sharing economy. Journal of Marketing, 84(6), 22–38.]