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.

Response format

7-point Likert

Scale items

• I tell my _____ about my worries.
• I tell my _____ things about my personal life.
• I talk about feelings with my _____.
• I share my emotional reactions to the service with my _____.
• I tell my _____ how I feel about the service.
• My _____ and I have a relationship in which I feel comfortable expressing emotions.

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

Usage notes & scoring

FILL-IN-THE-BLANK FORMAT: Blanks should be replaced with the service provider type (e.g., 'doctor', 'host', 'provider'). Single alpha: α = .90 — Costello & Reczek (2020, Study 3; n = 387 undergraduates). VALIDITY: Not reported in the consumer marketing application. Original development: Camacho, De Jong & Stremersch (2014). Adapted for sharing economy service contexts by Costello & Reczek (2020).

Recommended companion scales

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.]

Keywords