The role of relational trust in bank-small firm relationships

• 成果类型: Article
• 署名作者: Saparito, PA; Chen, CC; Sapienza, HJ
• 署名单位: Drexel University; Rutgers University System; Rutgers University New Brunswick; University of Minnesota System; University of Minnesota Twin Cities
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• DOI: 10.5465/20159589
• 发表日期: 2004
• 页码: 400-410
• 关键词: business; COOPERATION; EVOLUTION; cost

摘要

Using data on 935 small firms and bank managers, we differentiated customers' relational trust in their banks from beliefs about the banks' self-interested motivations. Relational trust mediated the relationship between bank strategies (customer orientation and manager continuity) and the likelihood a firm would switch banks, and the effect of trust went beyond that of beliefs about self-interest. Further, customer orientation reduced bank switching through relational trust, whereas manager continuity operated on switching both directly and through relational trust.