A DYNAMIC ANALYSIS OF TRUST IN CUSTOMER-BANK RELATIONSHIP: A RETROSPECTIVE CASE STUDIES APPROACH

Abdelmajid Amine () and Sherazade Gatfaoui ()
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Abdelmajid Amine: IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12
Sherazade 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 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 restrospective 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/which occur along/during the customer/bank relationship.

Keywords: Customer/bank relationship; Development process of trust; Interpersonal and institutional trust; Retrospective case studies. (search for similar items in EconPapers)
Date: 2006-06-21
Note: View the original document on HAL open archive server: https://hal.science/hal-01541128v1
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Published in Retroscapes and futurescapes : temporal tensions in organizations , GMA, Jun 2006, Palerme, Italy

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01541128

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