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Personal Characteristics Inspiring Initial Trust – What Matters in Service Encounters?

Hernik Joanna () and Sagan Adam ()
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Hernik Joanna: West Pomeranian University of Technology in Szczecin, Faculty of Economics, Żołnierska str. 47, 71-210Szczecin, Poland
Sagan Adam: Jagiellonian University, Institute of Sociology, Grodzka 27, 31-044Kraków, Poland

Folia Oeconomica Stetinensia, 2020, vol. 20, issue 2, 199-215

Abstract: Research background: The following article concerns initial trust, i.e. trust which is formed during the first contact with a customer. Trust is, of course, an interdisciplinary category and as such it is defined in various ways; however, it is most often emphasized that it entails a positive attitude towards another person and a conviction that the person will meet our expectations. In relation to a particular individual, trust is connected with their identity, that is, with the attributes that distinguish them from other people, such as gender, skin color, way of dressing, or age.

Keywords: financial services; gender; sources of trust; stereotypes (search for similar items in EconPapers)
JEL-codes: G20 L84 M12 (search for similar items in EconPapers)
Date: 2020
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DOI: 10.2478/foli-2020-0044

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