Author/Authors
amine, abdelmajid university of paris 12, France , amine, abdelmajid university of paris est - irg, France , gatfaoui, shérazade university of marne la vallée, France , gatfaoui, shérazade university of paris est - irg, France
Title Of Article
A DYNAMIC ANALYSIS OF TRUST IN CUSTOMER-BANK RELATIONSHIP: A RETROSPECTIVE CASE STUDIES APPROACH
شماره ركورد
31605
Abstract
This research analyzes trust building within the customer/bank relationship. It introduces the time dimension to study the mechanisms and the development processes of trust, both institutional and interpersonal, during the customer/bank relationship. A qualitative and longitudinal study was undertaken based on retrospective case studies conducted within a French bank. This research highlights the general development process of interpersonal trust and the existence of two modes of trust construction - linear and by stages – depending on the occurrence of incidents, their nature and their resolution by the bank. Our results show also a shift from institutional to interpersonal trust that occurs during the customer/bank relationship.
From Page
1
NaturalLanguageKeyword
Customer , bank relationship , Development process of trust , Interpersonal and institutional trust , Retrospective case studies
JournalTitle
Revue Marocaine De Recherche En Management Et Marketing
To Page
13
JournalTitle
Revue Marocaine De Recherche En Management Et Marketing
Link To Document