IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-01539868.html
   My bibliography  Save this paper

Les Mecanismes De La Confiance Dans Le Discours Des Clients : Le Cas D'Une Banque Mutualiste

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

Le secteur bancaire est aujourd'hui confronté à une évolution paradoxale : la recherche d'une nécessaire réconciliation entre la banalisation du métier bancaire et la « reconquête » de la confiance du client qui existait à l'origine (dans les années 1970). Cependant, les mécanismes de construction de la confiance dans la relation client-individuel/banque, dans une perspective temporelle, sont peu traités. L'objectif de cet article est donc d'analyser les mécanismes de la confiance dans la relation bancaire. Une étude exploratoire, menée auprès de dix-huit clients d'une banque mutualiste, a permis de mettre en évidence les conceptions et les mécanismes de la confiance. Après avoir justifié notre problématique nous présenterons la méthodologie retenue. Enfin, nous exposerons les principaux résultats, les implications et les pistes de recherche envisagées. Abstract Today, the french banking environment is faced to a challenge : to develop the performance and to establish, with the consumers, a strong relationship based on trust. This research focuses on the mechanisms and the evolution of trust in consumer/bank relationship, in a temporal perspective. This topic, except for few studies concerning interfirm collaborative relationships, is still unexplored in consumer behaviour. Firstly, this research analyzes the concept of trust. Then, we present an exploratory and qualitative study conducted among a bank, to analyze the conceptions and the mechanisms of trust in the consumer/bank relationship. Finally, the results from the study are presented.

Suggested Citation

  • Shérazade Gatfaoui, 2003. "Les Mecanismes De La Confiance Dans Le Discours Des Clients : Le Cas D'Une Banque Mutualiste," Post-Print hal-01539868, HAL.
  • Handle: RePEc:hal:journl:hal-01539868
    Note: View the original document on HAL open archive server: https://hal.archives-ouvertes.fr/hal-01539868
    as

    Download full text from publisher

    File URL: https://hal.archives-ouvertes.fr/hal-01539868/document
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. 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.
    2. Lucie Sirieix & Pierre-Louis Dubois, 1999. "Vers un modèle qualité-satisfaction intégrant la confiance?," Post-Print hal-02018476, HAL.
    3. Fournier, Susan, 1998. "Consumers and Their Brands: Developing Relationship Theory in Consumer Research," Journal of Consumer Research, Oxford University Press, vol. 24(4), pages 343-373, March.
    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. Erin Anderson & Barton Weitz, 1989. "Determinants of Continuity in Conventional Industrial Channel Dyads," Marketing Science, INFORMS, vol. 8(4), pages 310-323.
    6. William H. Glick & George P. Huber & C. Chet Miller & D. Harold Doty & Kathleen M. Sutcliffe, 1990. "Studying Changes in Organizational Design and Effectiveness: Retrospective Event Histories and Periodic Assessments," Organization Science, INFORMS, vol. 1(3), pages 293-312, August.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    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.

    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. Imen Yacoub, 2015. "The Evaluation of Brand Extension: A Proposition of a Conceptual Framework Based on Trust," International Journal of Management Sciences, Research Academy of Social Sciences, vol. 5(10), pages 663-687.
    3. 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.
    4. Bart S. Vanneste & Phanish Puranam & Tobias Kretschmer, 2014. "Trust over time in exchange relationships: Meta-analysis and theory," Strategic Management Journal, Wiley Blackwell, vol. 35(12), pages 1891-1902, December.
    5. Shérazade Gatfaoui, 2015. "Construire la confiance dans la relation bancaire," Post-Print hal-01133660, HAL.
    6. Crosno, Jody L. & Tong, Pui Ying, 2018. "Just going through the motions? An empirical investigation of control, compliance, and performance in franchisor-franchisee relationships," Journal of Business Research, Elsevier, vol. 92(C), pages 360-373.
    7. repec:dgr:rugsom:03g23 is not listed on IDEAS
    8. Sako, Mari & Helper, Susan, 1998. "Determinants of trust in supplier relations: Evidence from the automotive industry in Japan and the United States," Journal of Economic Behavior & Organization, Elsevier, vol. 34(3), pages 387-417, March.
    9. Dwivedi, Abhishek, 2015. "A higher-order model of consumer brand engagement and its impact on loyalty intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 24(C), pages 100-109.
    10. Toufaily, Elissar & Ricard, Line & Perrien, Jean, 2013. "Customer loyalty to a commercial website: Descriptive meta-analysis of the empirical literature and proposal of an integrative model," Journal of Business Research, Elsevier, vol. 66(9), pages 1436-1447.
    11. Hong-Youl Ha, 2020. "Exploring the Effects of Trust and Its Outcomes in B2B Relationship Stages: A Longitudinal Study," Sustainability, MDPI, Open Access Journal, vol. 12(23), pages 1-14, November.
    12. Dwivedi, Abhishek & Johnson, Lester W., 2013. "Trust–commitment as a mediator of the celebrity endorser–brand equity relationship in a service context," Australasian marketing journal, Elsevier, vol. 21(1), pages 36-42.
    13. Verlegh, Peeter W. J. & Steenkamp, Jan-Benedict E. M., 1999. "A review and meta-analysis of country-of-origin research," Journal of Economic Psychology, Elsevier, vol. 20(5), pages 521-546, October.
    14. Jong, Gjalt de & Nooteboom, Bart, 2003. "A cross cultural comparison of long-term supply relationships," Research Report 03G23, University of Groningen, Research Institute SOM (Systems, Organisations and Management).
    15. Griessmair, Michele & Hussain, Dildar & Windsperger, Josef, 2014. "Trust and the tendency towards multi-unit franchising: A relational governance view," Journal of Business Research, Elsevier, vol. 67(11), pages 2337-2345.
    16. Claro, Danny P. & Claro, Priscila, 2007. "Trust in Channel Relationships: Calculative, Affective, Belief and Performance," Insper Working Papers wpe_99, Insper Working Paper, Insper Instituto de Ensino e Pesquisa.
    17. George Hendrikse & Patrick Hippmann & Josef Windsperger, 2015. "Trust, transaction costs and contractual incompleteness in franchising," Small Business Economics, Springer, vol. 44(4), pages 867-888, April.
    18. Delbufalo, Emanuela, 2015. "Subjective trust and perceived risk influences on exchange performance in supplier–manufacturer relationships," Scandinavian Journal of Management, Elsevier, vol. 31(1), pages 84-101.
    19. Nooteboom, B., 2002. "Governance and Competence," ERIM Report Series Research in Management ERS-2002-25-ORG, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    20. Kareem Abdul, Waheed & Gaur, Sanjaya S. & Peñaloza, Lisa N., 2012. "The determinants of customer trust in buyer–seller relationships: An empirical investigation in rural India," Australasian marketing journal, Elsevier, vol. 20(4), pages 303-313.
    21. F. Magnoni & E. Roux & P. Valette-Florence, 2011. "The impact of step-down line extension on consumer-brand relationships: A risky strategy for luxury brands," Post-Print halshs-00660296, HAL.

    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-01539868. See general information about how to correct material in RePEc.

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

    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 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.

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

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.