A DYNAMIC ANALYSIS OF THE CONSTRUCTION OF TRUST IN THE CUSTOMER/BANK RELATIONSHIP: A QUALITATIVE AND LONGITUDINAL STUDY

Quels processus de construction de la confiance dans la relation client-particulier/banque: une approche qualitative et longitudinale

Shérazade Gatfaoui ()
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Shérazade Gatfaoui: IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12

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Abstract: This thesis analyzes the construction of trust in the customer/bank relationship. It also focuses on the conceptions, the mechanisms and the development processes of trust, both institutional and interpersonal, during the customer/bank relationship. A qualitative and longitudinal study was adopted and based on 18 retrospective case studies conducted within a French bank. This research has highlighted the general development process of interpersonal trust, the existence of two development process models of interpersonal trust ("linear" and "by stages"), and the change from institutional trust to interpersonal trust which can occur during the customer/bank relationship.

Keywords: Relation client/banque; Construction Confiance Interpersonnelle et Confiance Institutionnelle; Etudes de cas Rétrospectives. (search for similar items in EconPapers)
Date: 2006-05
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Published in 22ème Congrès de l'AFM 2006, May 2006, Nantes, France

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01539931

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