Trustworthiness and trust: Influences and implications

Harjit Sekhon, C. Ennew, Husni Kharouf, J. Devlin

Research output: Contribution to journalArticle

58 Citations (Scopus)

Abstract

This paper frames trustworthiness as the key upstream construct of trust and recognises that trust operates at two levels in services relationships, with a number of key drivers that are mediated by trustworthiness. Our findings are supported by survey data from customers of UK financial services, with the data points captured over a number of years which allow for fluctuations in trust level. Empirically we find that trustworthiness impacts both the cognitive and affecting dimensions of trust, with the impact being greatest on cognitive trust. As a result of our findings it is possible for practitioner to implement policies to not only build trust but also deal with issues where there is a need to rebuild it, as in the case of our research setting.
Original languageEnglish
Pages (from-to)409-430
Number of pages22
JournalJournal of Marketing Management
Volume30
Issue number3-4
Early online date5 Mar 2014
DOIs
Publication statusPublished - 2014

Keywords

  • Trustworthiness
  • Financial services
  • Trust

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