IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-01133660.html
   My bibliography  Save this paper

Construire la confiance dans la relation bancaire

Author

Listed:
  • Shérazade Gatfaoui

    (IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12)

Abstract

Dans ce chapitre, nous analysons la construction de la confiance dans la relation client-particulier/banque. Nous avons mené, auprès de la BRED Banques Populaires, une étude qualitative et longitudinale fondée sur 24 études de cas rétrospectives. Les résultats mettent en évidence les principaux facteurs permettant de construire la confiance interpersonnelle et/ou institutionnelle ainsi que l'impact de ces facteurs sur la conception et les représentations de la confiance au cours de la relation bancaire. Enfin, la mise en perspective de nos résultats avec les pratiques actuelles des banques sur le plan stratégique (via la communication bancaire) et opérationnel (via la gestion de la relation client), nous a conduit à nous interroger sur les stratégies relationnelles des banques et leur volonté réelle de construire la confiance.

Suggested Citation

  • Shérazade Gatfaoui, 2015. "Construire la confiance dans la relation bancaire," Post-Print hal-01133660, HAL.
    • Handle: RePEc:hal:journl:hal-01133660
    Note: View the original document on HAL open archive server: https://hal.science/hal-01133660
    as

    Download full text from publisher

    File URL: https://hal.science/hal-01133660/document
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Nathalie Guibert, 1999. "La confiance en marketing : Fondements et applications," Post-Print hal-02018437, HAL.
    2. Jean-Claude Usunier & Patrick Roger, 1999. "Confiance et performance:le couple franco-allemand au sein de l'Europe," Revue Finance Contrôle Stratégie, revues.org, vol. 2(1), pages 91-116, March.
    3. Swan, John E. & Bowers, Michael R. & Richardson, Lynne D., 1999. "Customer Trust in the Salesperson: An Integrative Review and Meta-Analysis of the Empirical Literature," Journal of Business Research, Elsevier, vol. 44(2), pages 93-107, February.
    4. Williamson, Oliver E, 1993. "Calculativeness, Trust, and Economic Organization," Journal of Law and Economics, University of Chicago Press, vol. 36(1), pages 453-486, April.
    5. Bergadaa, M. & Graber, S. & Muhlbacher, H., 1999. "La confiance dans la relation tripartite vendeur-client-entreprise," Papers 99.5, Ecole des Hautes Etudes Commerciales, Universite de Geneve-.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Shérazade Gatfaoui, 2005. "Quelles Conceptions 1 De La Confiance Au Cours De La Relation Bancaire (Client/Banque) ? : Une Approche Par Les Etudes De Cas Retrospectives," Post-Print hal-01539947, HAL.
    2. Shérazade Gatfaoui, 2007. "How to develop a banking relation based on trust ? [Comment développer une relation bancaire fondée sur la confiance ?]," Post-Print hal-01539960, HAL.
    3. Shérazade Gatfaoui, 2003. "Les Mecanismes De La Confiance Dans Le Discours Des Clients : Le Cas D'Une Banque Mutualiste," Post-Print hal-01539868, HAL.
    4. Paul-Emmanuel Pichon, 2006. "Confiance Et Consommation Alimentaire : De L'Importance De La Confiance Dans Les Emetteurs Des Reducteurs De Risque," Post-Print hal-04097958, HAL.
    5. Sherazade Gatfaoui, 2000. "Confiance Dans La Relation Consommateur – Prestataire De Service : Le Role Central Du Personnel En Contact," Post-Print hal-01422193, HAL.
    6. Prince Hikouatcha & Alain Gilles Tagne Foka & Armand Depesquidoux Fossi & Simplice A Asongu, 2024. "Empirical investigation of the Fintech and financial literacy nexus: Small business managers’ insights in Cameroon," African Journal of Science, Technology, Innovation and Development, Taylor & Francis Journals, vol. 16(2), pages 219-237, February.
    7. Anne Corcos & Yorgos Rizopoulos, 2011. "Is prosocial behavior egocentric? The “invisible hand” of emotions," Post-Print halshs-01968213, HAL.
    8. Arturo Galindo & Alberto Chong & César Calderón, 2001. "Structure and Development of Financial Institutions and Links with Trust: Cross-Country Evidence," Research Department Publications 4251, Inter-American Development Bank, Research Department.
    9. Shi, Wei & Tang, Yinuo, 2015. "Cultural similarity as in-group favoritism: The impact of religious and ethnic similarities on alliance formation and announcement returns," Journal of Corporate Finance, Elsevier, vol. 34(C), pages 32-46.
    10. Giacomo Calzolari & Leonardo Felli & Johannes Koenen & Giancarlo Spagnolo & Konrad O. Stahl, 2021. "Relational Contracts and Trust in a High-Tech Industry," CRC TR 224 Discussion Paper Series crctr224_2021_316, University of Bonn and University of Mannheim, Germany.
    11. Jonathan Labbé, 2017. "Private Equity: Universality of financing and universality of effects on business innovation? A conceptual approach [Capital-investissement : Universalité du financement et universalité des effets ," Post-Print hal-03000109, HAL.
    12. Jens Hagendorff & Sonya Lim & Duc Duy Nguyen, 2023. "Lender Trust and Bank Loan Contracts," Management Science, INFORMS, vol. 69(3), pages 1758-1779, March.
    13. Hamilton-Hart, Natasha & Stringer, Christina, 2016. "Upgrading and exploitation in the fishing industry: Contributions of value chain analysis," Marine Policy, Elsevier, vol. 63(C), pages 166-171.
    14. Michel Zouboulakis, 2010. "Trustworthiness as a Moral Determinant of Economic Activity: Lessons from the Classics," Forum for Social Economics, Taylor & Francis Journals, vol. 39(3), pages 209-221, January.
    15. Tony Simons, 2002. "Behavioral Integrity: The Perceived Alignment Between Managers' Words and Deeds as a Research Focus," Organization Science, INFORMS, vol. 13(1), pages 18-35, February.
    16. repec:zbw:iamost:207016 is not listed on IDEAS
    17. Christelle Perrin, 2012. "Les politiques publiques et l’aide financière humanitaire internationale," Post-Print hal-03169048, HAL.
    18. Ajzenman, Nicolás & Aksoy, Cevat Giray & Guriev, Sergei, 2022. "Exposure to transit migration: Public attitudes and entrepreneurship," Journal of Development Economics, Elsevier, vol. 158(C).
    19. Wang, Chun-Ju & Wu, Lei-Yu, 2012. "Team member commitments and start-up competitiveness," Journal of Business Research, Elsevier, vol. 65(5), pages 708-715.
    20. Xiao Li & Jeffrey Ng & Walid Saffar, 2021. "Financial Reporting and Trade Credit: Evidence from Mandatory IFRS Adoption," Contemporary Accounting Research, John Wiley & Sons, vol. 38(1), pages 96-128, March.
    21. Paul L. Robertson, 2006. "Transaction Costs, Trust, and the Structuring of Markets," Discussion Papers Series 342, School of Economics, University of Queensland, Australia.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:hal-01133660. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.