TY  - EJOUR
A1  - Amine, Abdelmajid
A1  - Gatfaoui, Shérazade
TI  - The evolving status of trust in the relationship between vulnerable customers and banks - A longitudinal study
T2  - European Review of Service Economics and Management - Revue européenne d’économie et management des services 2021 – 1, n° 11. varia
JO  - European Review of Service Economics and Management (ISSN 2555-0284), 11, 2021 – 1
DO  - 10.48611/isbn.978-2-406-12052-0.p.0055
SN  - 2555-0284
SP  - 55
EP  - 86
AB  - This research analyzes trust building and evolution within the vulnerable customer–bank relationship. It introduces the time dimension to study the development processes of trust during services encounters. A qualitative and longitudinal study was undertaken based on retrospective cases conducted with dyads of vulnerable clients/advisors within a French bank. We highlight the general development process of interpersonal and institutional trust and the existence of two modes of trust building – linear and by stages – depending on the occurrence of banking incidents, their nature, and their resolution by the bank. We also observe a shift from institutional to interpersonal trust within the customer–bank relationship. We question banks’ relational strategies and their willingness to restore confidence among this vulnerable population, which represents a small but quite profitable segment.
PY  - 2021
DA  - 2021/06/23
DP  - Classiques Garnier
PB  - Classiques Garnier
CY  - Paris
KW  - Vulnerable customers, banks, trust, service encounters, relational strategies, social inclusion, France
LA  - eng
UR  - https://classiques-garnier.com/european-review-of-service-economics-and-management-2021-1-revue-europeenne-d-economie-et-management-des-services-n-11-varia-the-evolving-status-of-trust-in-the-relationship-between-vulnerable-customers-and-banks.html
Y2  - 2024/07/17
ER  -