Technical Language, Advice Understandability, and Perceptions of Expertise and Trustworthiness: The Case of the Financial Planner

Australian Journal of Management

Volumn 27, Issue 1, 2002, Pages 25-43

  Joiner, Therese A ^a   Leveson, Lynne ^a   Langfield Smith, Kim ^b  

^a LA TROBE UNIVERSITY   (Australia)

^b MONASH UNIVERSITY   (Australia)

Author keywords

EXPERTISE; PROFESSIONAL ADVISERS; STRUCTURAL EQUATION MODELLING; TECHNICAL LANGUAGE; TRUSTWORTHINESS

Indexed keywords

EID: 84996177420     PISSN: 03128962     EISSN: None     Source Type: Journal    
DOI: 10.1177/031289620202700102     Document Type: Article

References (45)

1. Anderson, J.C. & Gerbing, D.W. 1988, ‘Structural equation modelling in practice: A review and recommended two-step approach’, Psychological Bulletin, vol. 103, no. 3, pp. 411-423.
2. Aronoff C.E. & Ward, J.L. 1996, ‘Why so few business owners get and accept good advice’, Small Business Forum, vol. 14, no. 2, pp. 26-38.
3. Brown, R.D., Braskamp, L.A. & Newman, D.L. 1978, ‘Evaluator credibility and acceptance as a function of report styles: Do jargon and data make a difference?’, Evaluation Quarterly, vol. 2, no. 2, pp. 331-341.
4. Browning, L.D. & Folger, R. 1994, ‘Communication under conditions of communication risk: A grounded theory of plausible deniability in the Iran-Contra Affair’, in The Legalistic Organisation, (eds.) Sitkin, S.B. and Bies, R.J. Sage, Thousand Oaks, CA, pp. 251-280.
5. Burton, S. 1990, ‘The Framing of purchase for services’, The Journal of Services Marketing, vol. 4, Fall, pp. 55-67.
6. Clow, K.E., Tripp, C. & Kenny, J.T. 1996, ‘The importance of service quality determinants in advertising a professional service: An exploratory study’, The Journal of Services Marketing’, vol. 10, no. 2, pp. 57-72.
7. Cox, D.F. 1967, ‘Risk-taking and information handling in behavior: An intensive study of two cases’ in Risk-taking And Information Handling In Consumer Behavior, (ed.) Cox, D. Harvard University, Boston, MA, pp. 34-81.
8. Crosby, L.A., Evans, K.R. & Cowles, D. 1990, ‘Relationship quality in services selling: An interpersonal influence perspective’, Journal of Marketing, vol. 54, July, pp. 68-81.
9. DeBell, C.S., Montgomery, M.J., McCarthy, P.R. & Lanthier, R.P. 1998, ‘The critical contact: A study of recruiter behaviour during campus interviews’, The Journal of Business Communication, vol. 35, no. 2, pp. 202-223.
10. DeVito, J.A. 1995, Human Communication, Addison Wesley Longman Inc., New York.
11. Doney, P.M. & Cannon, J.P. 1997, ‘An examination of the nature of trust in buyer-seller relationships’, Journal of Marketing, vol. 61, April, pp. 35-51.
12. Dwyer, J. 1999, Communication in Business: Strategies and Skills, Prentice Hall, Sydney.
13. Elsbach, K. D. & Elofson, G. 2000, ‘How the packaging of decision explanations affects perceptions of trustworthiness’, Academy of Management Journal, vol. 43, no. 1, pp. 83-89.
14. Greenwald, A.G. 1968, ‘Cognitive learning, cognitive response to persuasion, and attitude change’, in Psychological Foundations of Attitude, (eds.) Greenwald, A.G., Brook, C. & Ostrom, T.M., Academic Press, New York, pp. 147-170.
15. Grewal, D. & Gotlieb, J. 1994, ‘The moderating effects of message framing and source credibility on the price-perceived risk relationship’, Journal of Consumer Research, vol. 21, June, pp. 145-154.
16. Hair, J.F. Jr., Anderson, R.E., Tatham, R.L. & Black, W.C. 1998, Multivariate Data Analysis with Readings, Fifth Edition, Prentice Hall, Upper Saddle River, NJ.
17. Hovland, C.I., Janis, I.L. & Kelly, H.H. 1953, Communication and Persuasion. Psychological Studies of Opinion Change, Yale University Press, New Haven and London.
18. Hurwitz, S.D., Miron, M.S. & Johnson, B. 1992, ‘Source credibility and the language of expert testimony’, Journal of Applied Social Psychology, vol. 22, no. 24, pp. 1909-1939.
19. Johnson-George, C. & Swap, W.C. 1982, ‘Measurement of specific interpersonal trust: Constructions and validation of a scale to assess trust in a specific other’, Journal of Personality and Social Psychology, vol. 43, pp. 1306-1317.
20. Jones, E., Moore, J.N., Stanaland, A.J.S. & Wyatt, R.A.J. 1998, ‘Salesperson race and gender and the access and legitimacy paradigm: Does difference make a difference?’, The Journal of Personal Selling and Sales Management, vol. 18, no. 4, pp. 71-88.
21. Kinder, G.D. 1997, ‘A matter of trust’, Journal of Financial Planning, vol. 10, no. 2 April, pp. 40-41.
22. Kline, R.B. 1998, Principles and Practice of Structural Equation Modelling, The Guilford Press, New York.
23. Lewis, J.D. & Weigert, A. 1985, ‘Trust as a social reality’, Social Forces, vol. 63, pp. 967-985.
24. Lovelock, C., Patterson, P., & Walker, H. 2001, Services Marketing. An Asia-Pacific Perspective, 2nd edition, Prentice Hall, Australia.
25. Lui, A.H. & Leach, M.P. 2001, ‘Developing loyal customers with a value-adding sales force: Examining customer satisfaction and the perceived credibility of consultative salespeople’, Journal of Personal Selling and Sales Management, vol. 21, Spring, no. 2, pp. 147-156.
26. Matterson, H. 2000, ‘Someone to watch over you’, The Weekend Australian, July 15-16 pp. 37.
27. Mayer, R.C., Davis, J.H. & Schoorman, F.D. 1995, ‘An integrative model of organisational trust’, Academy of Management Review, vol. 20, no. 3, pp. 709-734.
28. Moorman, C., Zaltman, G. & Deshpande, R. 1992, ‘Relationships between providers and users of market research: The dynamics of trust within and between organisations’, Journal of Marketing Research, vol. 29, August, pp. 314-328.
29. Mazis, M.B. & Raymond, M.A. 1997, ‘Consumer perceptions of health claims in advertisements and on health labels’, The Journal of Consumer Affairs, vol. 31, no. 1, pp. 10-26.
30. Murray, K.B. 1991, ‘A test of services marketing theory: Consumer information acquisition activities’, Journal of Marketing, vol. 55, January, pp. 10-25.
31. Nunnally, J.C. 1978, Psychometric Theory, McGraw-Hill, New York.
32. Ohanian, R. 1990, ‘Construction and validation of a scale to measure celebrity endorsers’ perceived expertise, trustworthiness and attractiveness’, Journal of Advertising, vol. 19, no. 3, pp. 39-52.
33. Olivo, T. 1998, ‘Why your clients selected you: The good news is clients are buying the adviser concept. The bad news is advisers spend too much time talking and not enough time listening’, Financial Planning, New York, September 1, pp. 107-108.
34. Peters, R.G., Covello, V.T. & McCallum, D.B. 1997, ‘The determinants of trust and credibility in environmental risk communication: An empirical study’, Risk Analysis, vol. 17, no, 1, pp. 43-54.
35. Price, S. 1999, ‘Financial planning: Bringing it together’, Australian CPA, vol. 69, no. 1, February, pp. 18-21.
36. Rogers, E.M. & Shoemaker, F.F. 1971, Communications of Innovations, The Free Press, New York.
37. Rotter, J.B. 1967, ‘A new scale for the measurement of interpersonal trust’, Journal of Personality, vol. 35, pp. 615-665.
38. Sharma, A. 1990, ‘The persuasive effect of salesperson credibility: Conceptual and empirical examination’, Journal of Personal Selling and Sales Management, vol. 10, pp. 71-80.
39. Thompson, P.A., Brown, R.D. & Furgason, J. 1981, ‘Jargon and data do make a difference’, Evaluation Review, vol. 5, no. 2, pp. 269-279.
40. Wells, W.D. 1993, ‘Discovery-oriented consumer research’, Journal of Consumer Research, vol. 19, pp. 489-504.
41. Whitener, E.M., Brodt, S.E., Korsgaard, M.A., & Werner, J.M. 1998, ‘Managers as initiators of trust: An exchange relationship framework for understanding managerial trustworthy behaviour’, Academy of Management Review, vol. 23, no. 3, pp. 513-530.
42. Williams, L.J. & Hazer, J.T. 1986, ‘Antecedents and consequences of satisfaction and commitment in turnover models: A reanalysis using latent variable structural equation methods’, Journal of Applied Psychology, vol. 71, pp. 219-231.
43. Windshuttle, K. & Elliot, E. 1999, Writing, Researching, Communicating. Communication Skills for the Information Age, Third edition, Irwin/McGraw-Hill, Sydney.
44. Woodside, A.G. & Davenport J.W. Jr. 1974, ‘The effect of salesperson similarity and expertise on consumer purchasing behaviour’, Journal of Marketing Research, vol. 11, pp. 198-202.
45. Zand, D.E. 1997, The Leadership Triad. Knowledge, Trust and Power, Oxford University Press, New York, Oxford.