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    A Study on trust restoration efforts in the UK retail banking industry

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    Publication date
    2019
    End of Embargo
    2021-11-02
    Author
    Ahmed, S.
    Bangassa, K.
    Akbar, Saeed
    Keyword
    Trust
    Retail banking
    Relationship approach
    Moral hazard
    Financial regulations
    Rights
    Crown Copyright © 2019 Published by Elsevier Ltd. All rights reserved. Reproduced in accordance with the publisher's self-archiving policy. This manuscript version is made available under the CC-BY-NC-ND 4.0 license.
    Peer-Reviewed
    Yes
    
    Metadata
    Show full item record
    Abstract
    This paper aims to capture the perception of banking services providers on how to restore their customers’ trust in the UK banking industry. Twenty frontline employees (FLEs) who have customer-facing responsibilities are interviewed and a thematic analysis of the interview transcripts is undertaken. Through the emergence of three different major themes and a number of sub-themes, we have presented our findings in the form of a trust restoration model. Interviewees have reported three major themes as an action framework to restore their customers’ trust. Firstly, banks are implementing enhanced transparency in their operations, by appropriately disclosing the key features of their lending and other banking activities. Secondly, they are implementing policies and procedures that can help strengthen their relationship banking, such as improving employee and customer engagement activities for supporting small businesses and the community. Thirdly, they are promoting operational efficiency by adequately investing in information technology infrastructure. However, some financial service practices identified by the interviewees, for example, the deliberate sale of financial products that are unsuitable for their customers or too complex to understand, still continues. Ultimately, this ‘sale before service’ tactic is incompatible with the industry claims of compliance with the new financial regulations.
    URI
    http://hdl.handle.net/10454/17488
    Version
    Accepted manuscript
    Citation
    Ahmed S, Bangassa K and Akbar S (2019) A study on trust restoration efforts in the UK retail banking industry. The British Accounting Review. Accepted for Publication.
    Link to publisher’s version
    https://doi.org/10.1016/j.bar.2019.100871
    Type
    Article
    Notes
    The full-text of this article will be released for public view at the end of the publisher embargo on 02 Nov 2021.
    Collections
    Management and Law Publications

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