Trustworthiness and trust: influences and implications

Sekhon, Harjit; Ennew, Christine; Kharouf, Husni; Devlin, James

Abstract

This paper frames trustworthiness as the key upstream construct of trust and recognises that trust operates at two levels in services relationships, with a number of key drivers that are mediated by trustworthiness. Our findings are supported by survey data from customers of UK financial services, with the data points captured over a number of years which allow for fluctuations in trust level.
Empirically we find that trustworthiness impacts both the cognitive and affecting dimensions of trust, with the impact being greatest on cognitive trust. As a result of our findings it is possible for practitioner to implement policies to not only build trust but also deal with issues where there is a need to rebuild it, as in the case of our research setting.

Citation

Sekhon, H., Ennew, C., Kharouf, H., & Devlin, J. (2014). Trustworthiness and trust: influences and implications. Journal of Marketing Management, 30(3-4), 409-430. doi:10.1080/0267257x.2013.842609

• Journal Article Type: Article
• Acceptance Date: Mar 5, 2014
• Online Publication Date: Mar 5, 2014
• Publication Date: Mar 3, 2014
• Deposit Date: Mar 4, 2019
• Journal: Journal of Marketing Management
• Print ISSN: 0267-257X
• Electronic ISSN: 1472-1376
• Publisher: Taylor & Francis (Routledge)
• Peer Reviewed: Peer Reviewed
• Volume: 30
• Issue: 3-4
• Pages: 409-430
• DOI: https://doi.org/10.1080/0267257x.2013.842609
• Keywords: trustworthiness; financial services; trust
• Public URL: https://nottingham-repository.worktribe.com/output/1602570
• Publisher URL: https://www.tandfonline.com/doi/full/10.1080/0267257X.2013.842609
• Additional Information: Peer Review Statement: The publishing and review policy for this title is described in its Aims & Scope.; Aim & Scope: http://www.tandfonline.com/action/journalInformation?show=aimsScope&journalCode=rjmm20