Trust as the Key to Loyalty in Business-to-Consumer Exchanges

Trust Building Measures in the Banking Industry

  • Authors
  • Tara¬†Ebert

Table of contents

  1. Front Matter
    Pages I-XIX
  2. Tara Ebert
    Pages 1-4
  3. Tara Ebert
    Pages 91-138
  4. Back Matter
    Pages 157-198

About this book


Trust plays an important role in business relationships. It is, therefore, one of the most discussed and analyzed phenomena in the literature on business-to-consumer interactions.

Tara Ebert investigates what trust building measures in the banking industry should comprise. She deduces a critical conceptualization of consumer trust from the specific view that consumer theory takes. By means of an extensive trust research analysis, she establishes a complex model which she analyzes empirically. The findings show that reputation and perceived security of a bank are the two key factors in trust building. The author presents new and analytical insights which can be employed to deduce better targeted marketing implications for consumer trust building by banks.


Bankenbranche Banking Banking Industry Kundenbeziehung Kundenzufriedenheit Vertrauen Vertrauensbildung

Bibliographic information

  • DOI
  • Copyright Information Gabler Verlag | Springer Fachmedien Wiesbaden GmbH, Wiesbaden 2009
  • Publisher Name Gabler
  • eBook Packages Business and Economics
  • Print ISBN 978-3-8349-1622-8
  • Online ISBN 978-3-8349-8307-7
  • Buy this book on publisher's site