Trustworthiness and trust: influences and implications
Sekhon, Harjit; Ennew, Christine; Kharouf, Husni; Devlin, James
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.
|Journal Article Type||Article|
|Publication Date||Mar 3, 2014|
|Journal||Journal of Marketing Management|
|Publisher||Taylor & Francis (Routledge)|
|Peer Reviewed||Peer Reviewed|
|APA6 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|
|Keywords||trustworthiness; financial services; trust|
|Additional Information||Peer Review Statement: The publishing and review policy for this title is described in its Aims & Scope.; Aim & Scope: http://www.tandfonline....cope&journalCode=rjmm20|
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