Usefulness of the Employee's Information

What it measures

The scale assesses how relevant and useful a customer found information they received from a store employee, capturing perceived value of a sales interaction.

Response format

Likely 7-point Likert (exact anchors not stated in source)

Scale items

• The information I received was related to what I was most interested in.
• The details I learned in my meeting with the associate were very relevant to me.
• The specifics that I learned at the store addressed information of interest to me.

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

Usage notes & scoring

Hochstein et al. (2021), who refer to the construct as information specificity, appear to have created this scale themselves; used with students reading about a hypothetical sales conversation. Reliability was excellent (α = .94). Validity wasn't discussed. This is a companion to two other scales from the same paper already on this site (New Information Affecting the Decision, and Subjective Knowledge of the Product Class). Phrasing referencing 'my meeting with the associate' can be adapted to other contexts, e.g., 'by comparing brands.'

Recommended companion scales

Citation

Hochstein, Bryan, Willy Bolander, Brett Christenson, Alexander B. Pratt, and Kristy Reynolds (2021), "An Investigation of Consumer Subjective Knowledge in Frontline Interactions," Journal of Retailing, 97 (3), 336-346.

Keywords

More Retail & Shopper Psychology scales

• Subjective Knowledge of the Product Class (Before Entering Store)2021 · 3 items
• Trust in the Personnel2020 · 3 items
• Willingness to Provide Information2020 · 3 items
• Smartphone In-store Usage for Product Information2020 · 5 items
• Smartphone In-store Usage for Brand Information2020 · 3 items
• Cross-Channel Review Confidence2022 · 4 items