The impact of fairness on trustworthiness and trust in banking

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

    Research output: Contribution to journalArticlepeer-review

    18 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

    Bibliographical note

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    Keywords

    • banking
    • customer trust
    • fairness
    • trust
    • trustworthiness

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