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Institutional trust and the financial adviser

Poole, Adam

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This explorative qualitative study examines and identifies the components and structure of ‘institution based’ or ‘system’ trust in the context of the relationship between a UK consumer and their financial adviser against the background of the 2008 financial services crisis and other more recent scandals that have afflicted the financial services industry.

The findings of this study demonstrate the central of the statutory regulation surrounding the industry in building trust but challenge existing literature regarding membership of professional organisations, professional qualification and testimonials and presents new findings that links consumer needs for privacy, confidentiality and data security to premises design.

This paper offers information that can inform future academic research and considerations for managers in the financial services industry.


Poole, A. (2014, September). Institutional trust and the financial adviser. Paper presented at British Academy of Management Conference 2014 Belfast, Belfast, Northern Ireland

Presentation Conference Type Conference Paper (unpublished)
Conference Name British Academy of Management Conference 2014 Belfast
Conference Location Belfast, Northern Ireland
Start Date Sep 9, 2014
End Date Sep 11, 2014
Acceptance Date Sep 9, 2014
Deposit Date Mar 12, 2019
Publicly Available Date Mar 12, 2019
Peer Reviewed Not Peer Reviewed
Public URL
Additional Information Title of Conference or Conference Proceedings : British Academy of Management 2014 Conference Belfast


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