The impact of fairness on trustworthiness and trust in banking

S.K. Roy, J.F. Devlin, Harjit Sekhon

Research output: Contribution to journalArticle

11 Citations (Scopus)

Abstract

Theorists and empirical researchers in marketing and other fields suggest that fairness is important in underpinning trust, which, in turn, is integral to developing and maintaining buyer–seller relationships. However, empirical investigation of fairness in the domain of marketing has, to date, been limited. Consequently, the relationship between fairness and trust is not well understood. Thus, the purpose of this study is to provide a fully developed social exchange model examining the differential effects of various dimensions of fairness on trustworthiness and customers’ trust. Data were collected from customers of banks and were analysed using confirmatory factor analysis and structural equation modelling. Findings of the study show that perceptions of fair treatment on the part of customers are important in driving trustworthiness and engendering trust.
Original languageEnglish
Pages (from-to)996-1017
JournalJournal of Marketing Management
Volume31
Issue number9
DOIs
Publication statusPublished - 2015

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Keywords

  • banking
  • customer trust
  • fairness
  • trust
  • trustworthiness

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