Trustworthiness and trust: influences and implications

$53.17 plus tax (Refund Policy)

Buy Article:

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.

Keywords: financial services; trust; trustworthiness

Document Type: Research Article

DOI: http://dx.doi.org/10.1080/0267257X.2013.842609

Affiliations: 1: Coventry Business School, Coventry University, UK 2: University of Nottingham, Malaysia 3: Nottingham University Business School, Nottingham University, UK

Publication date: March 3, 2014

More about this publication?
Related content

Share Content

Access Key

Free Content
Free content
New Content
New content
Open Access Content
Open access content
Subscribed Content
Subscribed content
Free Trial Content
Free trial content
Cookie Policy
X
Cookie Policy
ingentaconnect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more