Trustworthiness and trust: influences and implications

Sekhon, H., Ennew, C., Kharouf, H. and Devlin, J. ORCID: 0000-0002-1526-8793, 2014. Trustworthiness and trust: influences and implications. Journal of Marketing Management, 30 (3-4), pp. 409-430. ISSN 0267-257X

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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.

Item Type: Journal article
Publication Title: Journal of Marketing Management
Creators: Sekhon, H., Ennew, C., Kharouf, H. and Devlin, J.
Publisher: Routledge
Date: 2014
Volume: 30
Number: 3-4
ISSN: 0267-257X
Divisions: Schools > Nottingham Business School
Record created by: Jonathan Gallacher
Date Added: 12 Jan 2023 13:37
Last Modified: 12 Jan 2023 13:37

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