Factors that affect the trust of business clients in their banks

International Journal of Bank Marketing

Volumn 24, Issue 6, 2006, Pages 384-405

  Gill, Amarjit S ^a   Flaschner, Alan B ^a   Shachar, Mickey ^a  

^a Touro College and University System   (United States)

Author keywords

Banking; Relationship marketing; Trust

Indexed keywords

EID: 33748993694     PISSN: 02652323     EISSN: None     Source Type: Journal    
DOI: 10.1108/02652320610701726     Document Type: Review

References (27)

1. Coulter, K.S. and Coulter, R.A. (2002), "Determinants of trust in a service provider: the moderating role of length of relationship", Journal of Service Marketing, Vol. 16 No. 1, pp. 35-50.
2. Crosby, L.A., Evans, K.R. and Cowles, D. (1990), "Relationship quality in service selling: an interpersonal influence perspective", Journal of Marketing, Vol. 54 No. 3, pp. 68-81.
3. Day, G.S. (1990), Market Driven Strategy: Processes for Creating Value, The Free Press, New York, NY.
4. Doney, P.A. and Cannon, J.P. (1997), "An examination of the nature of trust in buyer-seller relationships", Journal of Marketing, Vol. 61 No. 2, pp. 33-51.
5. Ennew, C.T. (1996), "Good and bad customers: the benefits of participating in the banking relationship", International Journal of Bank Marketing, Vol. 14 No. 2, pp. 5-13.
6. Ganesan, S. (1994), "Determinants of long-term orientation in buyer-seller relationships", Journal of Marketing, Vol. 58 No. 2, pp. 1-19.
7. Grönroos, C. (1990), Service Management and Marketing: Marketing the Moments of Trust in Service Competition, Lexington Books, Lexington, MA.
8. Gulati, R. (1995), "Does familiarity breed trust? The implications of repeated ties for contractual choices in alliances", Academy of Management Journal, Vol. 38 No. 1, pp. 85-112.
9. Keaveaney, S.M. (1995), "Customer switching behavior in service industries: an exploratory study", Journal of Marketing, Vol. 59 No. 2, pp. 71-82.
10. Klemperer, P. (1987), "Marketing with consumer switching costs", The Quarterly Journal of Economics, Vol. 102 No. 2, pp. 375-95.
11. Kotler, P. (1997), Marketing Management: Analysis, Planning, Implementation and Control, 9th ed., Prentice-Hall, Englewood Cliffs, NJ.
12. Maslow, A.H. (1943), "A theory of human motivation", Psychological Review, Vol. 50, pp. 370-96.
13. Mayer, R.C., Davis, J.H. and Schoorman, F.D. (1995), "An integration model of organizational trust", Academy of Management Review, Vol. 20 No. 3, pp. 709-24.
14. Moorman, C., Deshpandé, R. and Zaltman, G. (1992), "Relationships between providers and users of market research: the dynamics of trust within and between organizations", Journal of Marketing Research, Vol. 29 No. 3, pp. 314-29.
15. Moriarty, R., Kimball, R. and Gay, J. (1983), "The management of corporate banking relationships", Sloan Management Review, Vol. 24 No. 3, pp. 3-15.
16. Mullin, R. (1996), "Managing the outsourced enterprise", Journal of Business Strategy, Vol. 17 No. 4, pp. 28-33.
17. Murray, K.B. and Schlacter, J.L. (1990), "The impact of services versus goods on consumers' assessment of perceived risk and variability", Journal of the Academy of Marketing Science, Vol. 18 No. 1, pp. 51-65.
18. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49 No. 4, pp. 41-50.
19. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "Servqual: a multiple-item scale for measuring consumer perceptions of service quality", Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
20. Parkhe, A. (1993), "Strategic alliances structuring: a game theoretic and transaction cost examination of inter-firm cooperation", Academy of management Journal, Vol. 36 No. 4, pp. 739-94.
21. Scarborough, S.P. (1993), "Establishing banking relationships", Topics in Health Care Financing, Vol. 19 No. 4, pp. 69-77.
22. Sheedy, E. (1997), "Marketing derivatives: a question of trust", International Journal of Bank Marketing, Vol. 15 No. 1, pp. 22-31.
23. Surprenant, C.F. and Solomon, M.R. (1987), "Prediction and personalization in the service encounter", Journal of Marketing, Vol. 51 No. 2, pp. 86-96.
24. Watson, I. (1986), "Managing the relationships with corporate customers", International Journal of Bank Marketing, Vol. 4 No. 1, pp. 19-35.
25. Woodside, A.G. and Davenport, J.W. Jr (1974), "The effect of salesman similarity and expertise on consumer purchasing behavior", Journal of Marketing Research, Vol. 11 No. 2, pp. 198-202.
26. Zineldin, M. (1993), Bank Strategic Planning Process: Mission, SWOT Analysis, and Market Segmentation, Department of Business Administration, University of Stockholm, Stockholm, p. 8.
27. Zineldin, M. (1995), "Bank-company interactions and relationships: some empirical evidence", International Journal of Bank Marketing, Vol. 13 No. 2, pp. 30-43.