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dc.contributor.authorAhmed, S.
dc.contributor.authorBangassa, K.
dc.contributor.authorAkbar, Saeed
dc.date.accessioned2019-11-01T15:50:21Z
dc.date.accessioned2019-11-21T15:11:01Z
dc.date.available2019-11-01T15:50:21Z
dc.date.available2019-11-21T15:11:01Z
dc.date.issued2019
dc.identifier.citationAhmed 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.en_US
dc.identifier.urihttp://hdl.handle.net/10454/17488
dc.descriptionYesen_US
dc.description.abstractThis 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.en_US
dc.language.isoenen_US
dc.publisherElsevier
dc.relation.isreferencedbyhttps://doi.org/10.1016/j.bar.2019.100871en_US
dc.rightsCrown 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.en_US
dc.subjectTrusten_US
dc.subjectRetail bankingen_US
dc.subjectRelationship approachen_US
dc.subjectMoral hazarden_US
dc.subjectFinancial regulationsen_US
dc.titleA Study on trust restoration efforts in the UK retail banking industryen_US
dc.status.refereedYesen_US
dc.date.Accepted2019-10-28
dc.date.application2019-11-01
dc.typeArticleen_US
dc.date.EndofEmbargo2021-11-02
dc.type.versionAccepted manuscripten_US
dc.description.publicnotesThe full-text of this article will be released for public view at the end of the publisher embargo on 02 Nov 2021.en_US
dc.date.updated2019-11-01T15:50:31Z
refterms.dateFOA2019-11-21T15:13:14Z


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