Congratulations to academics from the Faculty of Management Dr Julie Robson, Prof. Juliet Memery, Dr Caroline Jackson, Dr Jason Sir, Dr Elvira Bolat and Samreen Ashraf for securing QR funding for their research into trust repair in the service sector.
Following a series of recent scandals and misdeeds there has been widespread erosion of trust in individual and indeed whole business sectors. This project examines trust repair in three very different high profile contexts: mis-selling in financial services (e.g. PPI); HR issues in the retail sector (Sports Direct) and safety issues within the leisure sector (Alton Towers).
With trust damage to firms occurring on an almost weekly basis, this research is not only topical but also responds to a very real business need in terms of providing firms with a framework to help them repair trust with their consumers.
This project kicked off this month. The research will be concluded by July 2017 with a dissemination event for academics and practitioners planned soon after.
The first article published by FOM academic Samreen Ashraf has become the ‘Most Read’ article on Research Gate compared to those published by other authors in her department.
The paper focuses on consumer trust in Islamic banks. The authors differentiate between the definitions of trust and confidence in the paper. Specifically, it addressed the questions: to what extent are trust and confidence active influencers in the decision-making process, are they differentiated or are they one of the same? Also how does the Pakistani collective cultural context further complicate the application of these concepts? These questions were addressed by using qualitative methods.
This study provided further insight into consumer behaviour within financial services and specifically Islamic banking and has contributed to the theoretical understanding of the concepts of trust and confidence.
For those interested in reading the paper the full reference is: Ashraf, S., Robson, J. and Sekhon, Y., 2015. Consumer trust and confidence in the compliance of Islamic banks. Journal of Financial Services Marketing, 20(2), pp.133-144.
Alternatively, the paper can be accessed via Research Gate!