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Trustworthiness and trust: influences and implications

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


Harjit Sekhon

Christine Ennew

Husni Kharouf

James Devlin


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
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
Keywords trustworthiness; financial services; trust
Public URL
Publisher URL
Additional Information Peer Review Statement: The publishing and review policy for this title is described in its Aims & Scope.; Aim & Scope:

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