Trust in financial services: Retrospect and prospect

Fostering and maintaining high levels of trust in the financial services sector is seen as crucial because of the characteristics of many financial service and in order to promote consumer engagement in the sector. In this article, we report evidence from a body of work and other commentary to provide an insight into trends in consumer trust in the sector as a whole, in comparison with other organisations and how different types of financial services provider have performed relative to each other. We show that the financial services sector as a whole is trusted more than some comparator institutions, and that aggregate levels of trust in the sector have fluctuated a relatively small amount subsequent to the financial crisis. However, important differences between provider types are apparent and these differences have become more profound in the recent past. We provide suggestions as to how trust in the sector may be improved and provider an analysis of current initiatives to improve trust levels in the sector in general and in banking in particular.     

The board's role in strategy formulation : Some cross-cultural comparisons

This article explores the work of the board, in the context of recent work in the field of corporate governance, and considers the directors' potential contribution to strategy in the light of historical, theoretical and empirical insights. By contrasting approaches to strategy making in Western, Japanese and overseas Chinese companies, the article shows how the board's involvement in strategy formulation is a function of the board's structure and style and the business culture of the society in which the company is based.     

Trust in UK financial services: A longitudinal analysis

The role and importance of trust for the development and maintenance of relationships in the financial services sector cannot be disputed. In a business to consumer context, this article presents a model for measuring trust for financial services organisations and positions trustworthiness as its key antecedent. The work also presents five important determinants of trustworthiness and ultimately trust. Our work is based on 5 years’ data before and during the ‘credit crunch’, and across the seven main types of product provider in the United Kingdom. The findings show that the overall trust rating for financial services has remained remarkably stable throughout the period of the study. The research also reveals that trust ratings are highest in relation to consumers who are older and that consumers are typically more trusting of brokers than any other type of product provider.     

The role of accounting in financial disclosure

This paper examines the various demands facing accounting in attempting to supply diverse groups with differing needs the data they desire. Beginning with the notions that, first, accounting is trying to describe a complex stewardship relation and, second, that what we call accounting is in reality many accountings, it examines several current issues in financial disclosure. Essentially, it concludes that a complex set of economic relations must simultaneously rely on several distinct accountings to properly perform the task of disclosure. In general, this conclusion is viewed as desirable.     

The role of hormones in financial markets

Steroid hormones, such as testosterone, have been shown to affect risk preferences in financial traders with high levels leading to excessive risk-taking. Hormone levels, in turn, are affected by trading outcomes as well as by gender - males are more sensitive to stimuli than females. We develop a model to investigate the effects of hormones on financial market stability and trader performance. An increase in the proportion of female traders does not necessarily make markets less volatile; however, it reduces the occurrence of market crashes. Male traders on average under-perform females, although the best performing individuals are more likely to be male.     

The influence mechanism of financial shared service mode on the competitive advantage of enterprises from the perspective of organizational complexity: A force field analysis

Financial transformation is a major organizational change that enterprises face today. Under the influence of information technologies, financial shared service mode has become a better option for enterprise financial transformation. Financial shared service mode has a positive or negative influence on the competitive advantage of enterprises under the promotion of internal and external factors. At the same time, the ever-changing complex environment makes the influence of financial shared service mode on the competitive advantage of enterprises more uncertain.Based on organizational complexity theory, this paper uses both a multi-case study approach and a force field analysis to explore the influence mechanism of financial shared service mode on the competitive advantage of enterprises and constructs the force field model of the influence mechanism. Under the premise of being influenced by the driving forces and restraining forces in the force field model, this paper focuses on the moderating forces associated with organizational complexity on the relationship between financial shared service mode and competitive advantage.The research shows, it is evident that the driving forces and restraining forces in the force field model exert dominant and restrictive effects on competitive advantage respectively through the financial shared service mode. It is vital to find that organizational complexity factors in the force filed model have moderating effect on the influence relationship between competitive advantage and financial shared service mode. Enterprises need to seek solutions to deal with organizational complexity factors under the joint influence of driving forces and restraining forces to maximize the positive influence of financial shared service mode on the competitive advantage of enterprises.     

The end stage of a financial service product

This paper considers product elimination in the financial services sector. Specifically it identifies the factors that cause an organisation to question the viability of a product — a key element of effective end-stage product management. A questionnaire was mailed to 196 individuals with experience of product elimination in retail banks, building societies and retail insurance organisations. Fifty-six usable questionnaires were returned. It was found that there were 32 key drivers of product elimination. These were grouped into eight interrelated areas: product led; strategic led; customer led; cost led; information technology led; operational led; personnel led; and externally led. It was also found that there were three functional conditions characterising the nature of the drivers: an elimination driver seldom appears without warning; the organisation generates the majority of reasons for product removal; the causes of elimination tend to reflect the overall operating context of the business. It is concluded that focusing on past elimination may not be helpful in predicting future requirements. Effective product elimination requires that organisations are able to identify drivers and be willing to act upon them. Many drivers are within the organisations' control and it is often the action (or inaction) of the organisation that creates the need for elimination.     

Trust in financial services: the influence of demographics and dispositional characteristics

So far, very little attention has been paid to examining consumer perceptions of trust from an interdisciplinary perspective. The purpose of this study is to examine how consumer trusting belief and disposition to trust within the financial services sector vary on the basis of individual demographic differences in trust. The research provides new insights into how consumers with higher dispositional trust have higher institutional trust and higher trusting belief and how consumers’ trusting belief significantly differs according to their demographic background in terms of age, marital status, ethnicity and gross annual income. The findings offer useful insights for the managers in financial institutions to carefully consider the impact of the influence of these individual differences on consumer behaviour in order to serve the needs of consumers in their target market and be able to design financial products and develop trust building strategies to attract and retain them. They also call for the action of the regulators and the financial institutions to play their part in building strong institutional systems that contribute to engendering higher levels of consumer trust.     

The effect of automated service quality on bank financial performance and the mediating role of customer retention

The impact of automated service quality on bank financial performance and the mediating role of customer retention have received little attention, as scholars have focused on issues of usability and measurement. This study begins by showing the impact of technology on the way banks conduct business and proceeds to discuss automated service quality definitions and the potential influence of automated service quality on retention and financial performance. A mediating model that links service quality to bank financial performance through customer retention in the automated service context is proposed. The results of this empirical study confirm the role of customer retention as a mediator in the effect of automated service quality on financial performance. Implications of the findings are discussed and the limitations of the study and the potential for future research are considered.     

A shared boundary object: Financial innovation and engineering in Islamic financial institutions

This paper explores the way in which ethico-faith-based rules act as a boundary object in constraining the process of financial innovation and engineering (FIE) in Islamic Financial Institutions (IFIs). The paper examines how this faith-based approach is enacted in the FIE process amid different social worlds and groups that cooperate without consensus within IFIs. We contribute to studies of governance in faith-based organizations, by identifying the plasticity of faith-based rules that act as boundary objects in the governance of the FIE process. The plasticity of ethico-faith based rules allows coordination among local and global actors with intersecting faith-based values, logics, and interests. IFIs ensure that the products of FIE become an integral part of and as compatible as possible with the logics of global financial markets.     

The role of specialists in financial reporting: Evidence from pension accounting

The increasing use in financial reporting of estimates prepared by specialists has raised questions on the role these specialists play in financial reporting quality. In the setting of defined-benefit pension accounting—where the pension actuary is involved as a specialist—I examine whether pension sponsors with strong incentives to improve reported funding status pressure their actuaries for aggressive (obligation-reducing) assumptions. Among these sponsors, I find that those that are economically important clients of their actuaries use more aggressive discount rates than less important clients of the same actuary. Sponsors incentivized to inflate reported funding status but constrained from doing so also tend to seek out new actuaries. Discount rates become more aggressive after switches. These findings suggest that specialists are used to facilitate aggressive reporting. They also indicate that auditors—who are charged with evaluating specialists’ independence before relying on their work—may have difficulty implementing this guidance in practice.     

The financial manager's role in the Voluntary Effort

"Voluntary Effort" hopes to duplicate its first year success by further reducing the annual rate of increase of hospital costs by another two percent. The financial manager will play a key role in the achievement of this goal. Mr. Shelton views the financial manager as part of the hospital management team with the responsibility to review the operating goals and management effectiveness of the institution. The Hospital Financial Management Association has developed a Code of Action to assist the financial manager in dealing with his/her assignments and goals. Ultimately, "Voluntary Effort" is striving to establish a cost-effective health care financing and delivery system. The financial manager is encouraged to initiate in-service training programs for support staff to develop a management team capable of creating such a system. The success of the "Voluntary Effort" is dependent upon the effectiveness of hospital managers in dealing with the 1979 minimum wage and social security tax increases, cost containment and inflation. The financial manager can help by determining the financial feasibility of institutional decisions, interpreting government regulations and supplying written facts and figures to the rest of the hospital management team and community.     

The antecedent role of personal environmental values in the relationships among trust in companies,information processing and risk perception

Trust and risk perception are important issues for industries such as petrochemical companies, typically considered ‘less trustworthy’ because of the hazards associated with their activities. In this context, individual’s trust in companies may have influence on information processing mode that individual adopts to reach a judgement such as risk perception associated with industrial hazards. We take the heuristic-systematic theory (HSM) as the model for processing information about industrial risk, with trust in companies as its antecedent and risk perception as its consequence. However, this process may be influenced by factors such as personal specific values. This paper analyses, to our knowledge for the first time, the antecedent role of personal values towards environmental issues in the HSM of information processing. The model was tested using data from interviews with 992 residents in an area of the province of Castelló (Spain) close to a petrochemical complex. Structured equation models were used to analyse the data. The results demonstrate the proposed relationships. The main contribution of this paper is the corroboration of the direct and indirect effects of personal environmental values on the variables that make up the trust in companies-HSM of information processing-risk perception sequence. Finally, we recommend that the companies of the petrochemical complex consider the frank, open and bidirectional communication with the residents as the key element to break the association among pro-environmental values, distrust in the companies and perception of the risk.     

The global audit profession and the international financial architecture: Understanding regulatory relationships at a time of financial crisis

This paper explores how regulatory relationships in the global audit arena are being affected by the current financial crisis. Key policy initiatives and debates are analyzed, along with institutional interactions, in particular between the International Federation of Accountants (IFAC), international regulators and the large audit firms. The events are placed in the context of the new international financial architecture which has developed over the last decade. Using the illustrative lens of bank auditing, questions are asked of the nature and status of audit practice and the regulatory arrangements governing such practice. The paper shows the active nature of the regulatory responses to the crisis and the shifting and competing influences among key regulatory and professional participants in the global audit arena. Emphasis is placed on the need for audit researchers to be sensitive to the developing global financial architecture, and its potential implications for the study of audit practice in different national and international contexts.     

The role of political uncertainty in Australian financial markets

Within the developed world, recent Australian political history is uniquely turbulent. This situation invokes indecision regarding investment decisions in both the real economy and the financial markets. This paper explores the relationship between uncertainty in Australian federal election polling and resulting financial market uncertainty. Empirical evidence suggests that increasing (decreasing) levels of uncertainty around the election result induce higher (lower) levels of uncertainty in financial markets. The effect is more pronounced as polling day approaches. Industry‐level analysis suggests that the base materials sector is most significantly affected by election uncertainty in Australia.     

Bank interconnectedness and financial stability: The role of bank capital

This paper builds a network model to study the relation between financial stability and interconnectedness among banks. In the model, banks adopt a Value-at-Risk rule to determine capital ratios. It is shown that interconnectedness may hurt financial stability by amplifying the banks’ mistakes of underestimating risk, and that interconnectedness increases systemic risk. The results in the paper suggest that financial integration may hurt financial stability, and that bank interconnectedness is more harmful when the economy turns abruptly from boom to recession. In addition, banks should be given incentives to reduce interconnectedness if systemic risk is a serious concern for regulators.     

The social media faces of major global financial service brands

With the advent of social media, brand management has become not only more difficult, but also increasingly critical to the credibility and reputation of firms. Moreover, consumer-generated content and its rapid diffusion takes control over advertising-intended messages away from brand managers. Financial services brand managers will not fully be able to control the destinies of their brands, but at the very least they need to be involved in the conversations that speak about their brand. This article suggests a powerful analytical tool Chernoff Faces, which can add to financial service brand managers’ arsenal.     

Multiple equilibria in the dynamics of financial globalization: The role of institutions

Recent research underscores the dual role played by institutions for deciphering the financial globalization – growth nexus. On the one hand, for capital account liberalization to be growth enhancing, a critical level of local institutional quality is needed. On the other hand, increased integration in the global financial system strengthens these countries’ institutions. We argue that this complex relationship may give rise to multiple equilibria in the dynamics of financial global integration: haphazard capital account liberalization may lead to situations where well integrated nations become increasingly better integrated, while poorly integrated nations are left at the margin. To test this hypothesis, we check whether controlling for the quality of institutions eliminates conditional convergence of global financial integration. Our results confirm that growth in financial integration is non-linear, and that this non-linearity disappears once we control for the quality of institutions.