Decision Delegation and Trust: Insights from Financial Services

Roy, Sanjit Kumar, Devlin, James, Sekhon, Harjit and Bian, Xuemei (2019) Decision Delegation and Trust: Insights from Financial Services. In: Academy of Marketing Science World Marketing Congress 2019: Enlightened Marketing in Challenging Times, 9th - 12th July 2019, Edinburgh, UK. (In Press)

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Abstract

This study provides an empirical investigation of decision delegation strategies and, in particular, the impact of levels of trust on the propensity to delegate decisions. The context for the investigation is financial services, an area where decision delegation plays a significant role. When making a decision consumers can delegate various tasks, such as deciding what attributes or features should be investigated, what alternatives should be considered or the complete decision in its entirety. This study tests the impact of cognitive trust, affective trust and system trust on the likelihood of engaging in the various levels decision delegation. Data were collected from customers of seven types of financial provider. Results indicate that trust levels on the part of consumers are an important determinant of levels of decision delegation employed, but that the relationship between trust and decision delegation is more nuanced and complex than expected.

Item Type: Conference or Workshop Item (Paper)
Subjects: N500 Marketing
Department: Faculties > Business and Law > Newcastle Business School > Business and Management
Related URLs:
Depositing User: Paul Burns
Date Deposited: 13 Mar 2019 17:54
Last Modified: 10 Oct 2019 21:35
URI: http://nrl.northumbria.ac.uk/id/eprint/38388

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