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Construire la confiance dans la relation bancaire

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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)

Abstract

Dans ce chapitre, nous analysons la construction de la confiance dans la relation client-particulier/banque. Nous avons mené, auprès de la BRED Banques Populaires, une étude qualitative et longitudinale fondée sur 24 études de cas rétrospectives. Les résultats mettent en évidence les principaux facteurs permettant de construire la confiance interpersonnelle et/ou institutionnelle ainsi que l'impact de ces facteurs sur la conception et les représentations de la confiance au cours de la relation bancaire. Enfin, la mise en perspective de nos résultats avec les pratiques actuelles des banques sur le plan stratégique (via la communication bancaire) et opérationnel (via la gestion de la relation client), nous a conduit à nous interroger sur les stratégies relationnelles des banques et leur volonté réelle de construire la confiance.

Suggested Citation

  • Shérazade Gatfaoui, 2015. "Construire la confiance dans la relation bancaire," Post-Print hal-01133660, HAL.
    • Handle: RePEc:hal:journl:hal-01133660
    Note: View the original document on HAL open archive server: https://hal.science/hal-01133660
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    References listed on IDEAS

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    Full references (including those not matched with items on IDEAS)

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