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A dynamic analysis of trust in customer-bank relationship: A retrospective case studies approach
[Une analyse dynamique de la confiance dans la relation client-banque : Une approche par les études de cas rétrospectives]

Author

Listed:
  • 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)

  • 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

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. Key words: Customer/bank relationship, Development process of trust, Interpersonal and institutional trust, Retrospective case studies.

Suggested Citation

  • Abdelmajid Amine & Shérazade Gatfaoui, 2009. "A dynamic analysis of trust in customer-bank relationship: A retrospective case studies approach [Une analyse dynamique de la confiance dans la relation client-banque : Une approche par les études ," Post-Print hal-01418977, HAL.
    • Handle: RePEc:hal:journl:hal-01418977
    Note: View the original document on HAL open archive server: https://hal.science/hal-01418977
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    References listed on IDEAS

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