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Personal Characteristics Inspiring Initial Trust – What Matters in Service Encounters?

Author

Listed:
  • Hernik Joanna

    (West Pomeranian University of Technology in Szczecin, Faculty of Economics, Żołnierska str. 47, 71-210Szczecin, Poland)

  • Sagan Adam

    (Jagiellonian University, Institute of Sociology, Grodzka 27, 31-044Kraków, Poland)

Abstract

Research background: The following article concerns initial trust, i.e. trust which is formed during the first contact with a customer. Trust is, of course, an interdisciplinary category and as such it is defined in various ways; however, it is most often emphasized that it entails a positive attitude towards another person and a conviction that the person will meet our expectations. In relation to a particular individual, trust is connected with their identity, that is, with the attributes that distinguish them from other people, such as gender, skin color, way of dressing, or age.

Suggested Citation

  • Hernik Joanna & Sagan Adam, 2020. "Personal Characteristics Inspiring Initial Trust – What Matters in Service Encounters?," Folia Oeconomica Stetinensia, Sciendo, vol. 20(2), pages 199-215, December.
    • Handle: RePEc:vrs:foeste:v:20:y:2020:i:2:p:199-215:n:11
    DOI: 10.2478/foli-2020-0044
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    More about this item

    Keywords

    financial services; gender; sources of trust; stereotypes;
    All these keywords.

    JEL classification:

    • G20 - Financial Economics - - Financial Institutions and Services - - - General
    • L84 - Industrial Organization - - Industry Studies: Services - - - Personal, Professional, and Business Services
    • M12 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Personnel Management; Executives; Executive Compensation

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