Dr Julie Robson (Faculty of Management) has published a new article in The Conversation questioning whether banks can ever repair the trust that has been damaged following the PPI (payment protection insurance) scandal.
The article draws on two bodies of research. The first is a BU QR funded project on trust repair; and the second, research with co-author Prof Jillian Farquhar (Solent University) on brand spillover.
With the PPI deadline for claims fast approaching on the 29th August 2019, the article acknowledges that banks can soon draw a line under the scandal from a financial perspective but may not be able to restore consumer trust.
A full copy of the article can be found here.