FOM academics from the department of Marketing, Strategy and Innovation presented their work at the International Conference for Marketing in the Insurance Industry (ICMI) held in Paris. This conference attracted an international audience of insurance specialists including academics, practitioners and industry consultants.
Dr Julie Robson presented two joint papers. The first examined the negative impact of brand spillover in the financial services sector on individual U.K. based insurance companies and was co-authored with Prof Jillian Farquhar from Solent University/University of Pretoria. The second paper detailed research conducted in France on how multi-channels can destroy (rather than create) customer value. This paper was co-authored with Prof Illaria Dalla Pozza from IPAG, Paris and Prof Jillian Farquhar.
FoM doctoral student, Ella Ejime also presented her research on psychological distance. Her results compared consumer perceptions in the UK and Nigeria. Ella is a matched funded PhD student funded by IPAG and BU.
This conference is now in its fifth year having been held at IPAG Paris, St Gallen Switzerland and BU England. More details about ICMI and the Association for Insurance Marketing can be found here.
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.
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!