北京大学光华管理学院人力资源与组织行为系
中国管理研究国际学会(IACMR)
学术报告会
题 目：The Central Role of Relational Trust in Bank-Small Business Relationships
主讲人：Dr. Chen Chao Chuan (陈昭全), Rutgers University
时 间：2004年4月8日（星期四）14：00-16：00 PM
地 点：北京大学光华管理学院201会议室
Abstract
Using a matched sample of 935 small-firm executives and bank managers, we conceptually and empirically differentiate a customer's relational trust in their bank from beliefs about the bank's self-interested motivations. We examine relational trust's mediating role between banks' strategies (customer orientation and manager interface continuity) and customers' likelihood to switch banks. We find that relational trust plays an important role in reducing small firms' likelihood to switch banks above and beyond the firm's beliefs about the bank's self-interested motivations. Further, we find that customer orientation reduces switching through the mechanism of relational trust, whereas manager continuity operates on switching both directly and through relational trust.
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陈昭全教授简介
Dr. Chen Chao Chuan (Ph.D., the State University of New York at Buffalo) is department Chair and Associate Professor of Management and Organization at the Rutgers Business School at the State University of New Jersey. He is also in Editorial Boards of Journal of International Business Studies, Journal of Organizational Behavior and Asia Pacific Journal of Management. His research interests include rewards and compensation, organizational justice, leadership, networking, and culture.
