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Conceptions And Mechanisms Of Trust In The Customer/Bank Relationship : A Qualitative And Longitudinal Study

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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

This paper analyzes the conceptions and the mechanisms of trust, both institutional and interpersonal, in a long term customer/bank relationship. A qualitative and longitudinal study was adopted, based on 18 retrospective case studies conducted within a French bank. Each case focuses on the relationship between a customer and his financial adviser, at the time when the study was carried out. Further, we analyze the conceptions of trust from the two perspectives of the customer and of the financial adviser. The results have important implications for understanding the different meanings and mechanisms of institutional trust (" credibility ") and interpersonal trust (" true trust ") in the customer/bank relationship. ABSTRACT This paper analyzes the conceptions and the mechanisms of trust, both institutional and interpersonal, in a long term customer/bank relationship. A qualitative and longitudinal study was adopted, based on 18 retrospective case studies conducted within a French bank. Each case focuses on the relationship between a customer and his financial adviser, at the time when the study was carried out. Further, we analyze the conceptions of trust from the two perspectives of the customer and of the financial adviser. The results have important implications for understanding the different meanings and mechanisms of institutional trust (" credibility ") and interpersonal trust (" true trust ") in the customer/bank relationship.

Suggested Citation

  • Shérazade Gatfaoui, 2005. "Conceptions And Mechanisms Of Trust In The Customer/Bank Relationship : A Qualitative And Longitudinal Study," Post-Print hal-01567311, HAL.
    • Handle: RePEc:hal:journl:hal-01567311
    Note: View the original document on HAL open archive server: https://hal.science/hal-01567311
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    References listed on IDEAS

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    1. Williamson, Oliver E, 1993. "Calculativeness, Trust, and Economic Organization," Journal of Law and Economics, University of Chicago Press, vol. 36(1), pages 453-486, April.
    2. Morton Deutsch, 1958. "Trust and suspicion," Journal of Conflict Resolution, Peace Science Society (International), vol. 2(4), pages 265-279, December.
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