Can trust be restored to high-street banking: A 20-year challenge?

This article is based on a dissertation submitted for an MSc in Marketing submitted by the first author and supervised by the second author. It is a viewpoint article that highlights the complexity of the challenge of restoring trust to high-street/retail banking, and explores some of the related is...

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Autores principales:	Peter McCormack, Jonathan Deacon
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2017
Materias:	retail banking conduct risk relationship marketing culture ethics customer service trust Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/5ced3dba2ed042f9984460da6cb42e4a
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spelling	oai:doaj.org-article:5ced3dba2ed042f9984460da6cb42e4a2021-12-02T14:07:31ZCan trust be restored to high-street banking: A 20-year challenge?2331-197510.1080/23311975.2017.1366284https://doaj.org/article/5ced3dba2ed042f9984460da6cb42e4a2017-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2017.1366284https://doaj.org/toc/2331-1975This article is based on a dissertation submitted for an MSc in Marketing submitted by the first author and supervised by the second author. It is a viewpoint article that highlights the complexity of the challenge of restoring trust to high-street/retail banking, and explores some of the related issues of conduct risk, ethics and culture. It includes a brief historical analysis reflecting structural change in the mid-1980s up to today with a link to some current thoughts and research, and concludes that the banking sector’s current ambitions to restore trust are likely to be flawed and unlikely to deliver in the timelines that the banks and regulators expect. The article concludes with a number of related issues/subjects that are worthy of further research and flags some particular questions in the conclusion.Peter McCormackJonathan DeaconTaylor & Francis Grouparticleretail bankingconduct riskrelationship marketingcultureethicscustomer servicetrustBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 4, Iss 1 (2017)
institution	DOAJ
collection	DOAJ
language	EN
topic	retail banking conduct risk relationship marketing culture ethics customer service trust Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	retail banking conduct risk relationship marketing culture ethics customer service trust Business HF5001-6182 Management. Industrial management HD28-70 Peter McCormack Jonathan Deacon Can trust be restored to high-street banking: A 20-year challenge?
description	This article is based on a dissertation submitted for an MSc in Marketing submitted by the first author and supervised by the second author. It is a viewpoint article that highlights the complexity of the challenge of restoring trust to high-street/retail banking, and explores some of the related issues of conduct risk, ethics and culture. It includes a brief historical analysis reflecting structural change in the mid-1980s up to today with a link to some current thoughts and research, and concludes that the banking sector’s current ambitions to restore trust are likely to be flawed and unlikely to deliver in the timelines that the banks and regulators expect. The article concludes with a number of related issues/subjects that are worthy of further research and flags some particular questions in the conclusion.
format	article
author	Peter McCormack Jonathan Deacon
author_facet	Peter McCormack Jonathan Deacon
author_sort	Peter McCormack
title	Can trust be restored to high-street banking: A 20-year challenge?
title_short	Can trust be restored to high-street banking: A 20-year challenge?
title_full	Can trust be restored to high-street banking: A 20-year challenge?
title_fullStr	Can trust be restored to high-street banking: A 20-year challenge?
title_full_unstemmed	Can trust be restored to high-street banking: A 20-year challenge?
title_sort	can trust be restored to high-street banking: a 20-year challenge?
publisher	Taylor & Francis Group
publishDate	2017
url	https://doaj.org/article/5ced3dba2ed042f9984460da6cb42e4a
work_keys_str_mv	AT petermccormack cantrustberestoredtohighstreetbankinga20yearchallenge AT jonathandeacon cantrustberestoredtohighstreetbankinga20yearchallenge
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Can trust be restored to high-street banking: A 20-year challenge?

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