The role of relational trust in bank-small firm relationships

Patrick A. Saparito, Chao C. Chen, Harry J. Sapienza

Research output: Contribution to journalArticlepeer-review

141 Scopus citations

Abstract

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.

Original languageEnglish (US)
Pages (from-to)400-410
Number of pages11
JournalAcademy of Management Journal
Volume47
Issue number3
DOIs
StatePublished - Jun 2004

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