Configuring effective client-adviser interactions

Alexander Leischnig, Kati Kasper-Brauer, Sabrina Thornton

Research output: Contribution to journalArticle

Abstract

A critical mechanism to achieve interorganizational trust is the development of trust at the interpersonal level, when representatives of partner organizations interact. The purpose of this study is to further illuminate the conditions under which interpersonal trust develops in organizational settings. Drawing on data from a survey of clients of different financial services providers, this study performs a fuzzy-set qualitative comparative analysis to better understand and describe interpersonal trust-enhancing mechanisms. This inquiry focuses on factors of three important domains: communication style, interactant stereotypes, and interaction structure. The results of the analysis offer insights into the necessary and sufficient conditions for trust, thus advancing current debates by uncovering important hygiene factors of trust and delineating interesting complementarity effects among factors of three different domains.
Original languageEnglish
Number of pages7
JournalJournal of Business Research
Early online date15 Nov 2019
DOIs
Publication statusE-pub ahead of print - 15 Nov 2019

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Factors
Interaction
Interpersonal trust
Qualitative comparative analysis
Financial services
Hygiene
Stereotypes
Fuzzy sets
Complementarity
Service provider
Communication style
Inter-organizational trust

Cite this

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Configuring effective client-adviser interactions. / Leischnig, Alexander; Kasper-Brauer, Kati; Thornton, Sabrina.

In: Journal of Business Research, 15.11.2019.

Research output: Contribution to journalArticle

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