Структура доверия в отношениях «клиент-банк»

Журнал социологии и социальной антропологии. 2005. Т. VIII. № 1. С. 86–96.

Богданова Е. В.

The article is concerned with the discussion on creating clients trust in ordinary savings operations with Russian banks. The structure of trust supposed by P. Sztompka is considered within the frames of Russian financial system, its history and specific character. Major attention is paid to the analysis of banks trustworthiness assessed by clients on the basis of their experience and calculations as well as to the role that secondary objects of trust play in the creation of trust expectations towards the financial institution. The necessity of distinguishing between trust expectations and trusting behavior (i.e. depositing) is underlined as it is supposed that real trust towards banks appears only when clients implement their expectations in practice.

Keywords: социальный капитал, экономическая социология, финансовое поведение, ориентация на клиента, коммерческий банк, доверие в экономических отношениях, взаимоотношения с клиентами, деятельность коммерческих банков, забота о клиенте