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A Dynamic Analysis Of Trust In Customer-Bank Relationship: A Retrospective Case Studies Approach

Author

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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)

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.

Suggested Citation

  • Abdelmajid Amine & Sherazade Gatfaoui, 2006. "A Dynamic Analysis Of Trust In Customer-Bank Relationship: A Retrospective Case Studies Approach," Post-Print hal-01541128, HAL.
    • Handle: RePEc:hal:journl:hal-01541128
    Note: View the original document on HAL open archive server: https://hal.science/hal-01541128
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    References listed on IDEAS

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