Decision Delegation and Trust: Insights from Financial Services: An Abstract

Sanjit Kumar Roy; James Devlin; Harjit Sekhon; Xuemei Bian

doi:10.1007/978-3-030-42545-6_60

Decision Delegation and Trust: Insights from Financial Services: An Abstract

Sanjit Kumar Roy^*, James Devlin, Harjit Sekhon, Xuemei Bian

^*Corresponding author for this work

Marketing Operations and Systems Department

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

1 Citation (Scopus)

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.

Original language	English
Title of host publication	Enlightened Marketing in Challenging Times. AMSWMC 2019. Developments in Marketing Science
Subtitle of host publication	Proceedings of the Academy of Marketing Science
Editors	F. Pantoja, S. Wu, Krey N.
Place of Publication	Cham
Publisher	Springer
Chapter	60
Pages	211-212
Number of pages	2
ISBN (Electronic)	9783030425456
ISBN (Print)	9783030425449
DOIs	https://doi.org/10.1007/978-3-030-42545-6_60
Publication status	Published - 2020
Event	Academy of Marketing Science World Marketing Congress 2019: Enlightened Marketing in Challenging Times - University of Edinburgh, Edinburgh, United Kingdom Duration: 9 Jul 2019 → 12 Jul 2019 https://www.ams-web.org/event/AMSWMC22

Publication series

Name	Developments in Marketing Science: Proceedings of the Academy of Marketing Science
Publisher	Springer

Conference

Conference	Academy of Marketing Science World Marketing Congress 2019
Abbreviated title	AMSWMC22
Country/Territory	United Kingdom
City	Edinburgh
Period	9/07/19 → 12/07/19
Internet address	https://www.ams-web.org/event/AMSWMC22

Keywords

Decision making
Decision delegation
Trust
Financial services

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Access to Document

10.1007/978-3-030-42545-6_60

Cite this

Roy, S. K., Devlin, J., Sekhon, H., & Bian, X. (2020). Decision Delegation and Trust: Insights from Financial Services: An Abstract. In F. Pantoja, S. Wu, & K. N. (Eds.), Enlightened Marketing in Challenging Times. AMSWMC 2019. Developments in Marketing Science: Proceedings of the Academy of Marketing Science (pp. 211-212). (Developments in Marketing Science: Proceedings of the Academy of Marketing Science). Springer. https://doi.org/10.1007/978-3-030-42545-6_60

Roy, Sanjit Kumar ; Devlin, James ; Sekhon, Harjit et al. / Decision Delegation and Trust: Insights from Financial Services : An Abstract. Enlightened Marketing in Challenging Times. AMSWMC 2019. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. editor / F. Pantoja ; S. Wu ; Krey N. Cham : Springer, 2020. pp. 211-212 (Developments in Marketing Science: Proceedings of the Academy of Marketing Science).

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title = "Decision Delegation and Trust: Insights from Financial Services: An Abstract",

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.",

keywords = "Decision making, Decision delegation, Trust, Financial services",

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booktitle = "Enlightened Marketing in Challenging Times. AMSWMC 2019. Developments in Marketing Science",

address = "Germany",

note = "Academy of Marketing Science World Marketing Congress 2019 : Enlightened Marketing in Challenging Times, AMSWMC22 ; Conference date: 09-07-2019 Through 12-07-2019",

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Roy, SK, Devlin, J, Sekhon, H & Bian, X 2020, Decision Delegation and Trust: Insights from Financial Services: An Abstract. in F Pantoja, S Wu & K N. (eds), Enlightened Marketing in Challenging Times. AMSWMC 2019. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Developments in Marketing Science: Proceedings of the Academy of Marketing Science, Springer, Cham, pp. 211-212, Academy of Marketing Science World Marketing Congress 2019, Edinburgh, United Kingdom, 9/07/19. https://doi.org/10.1007/978-3-030-42545-6_60

Decision Delegation and Trust: Insights from Financial Services: An Abstract. / Roy, Sanjit Kumar; Devlin, James; Sekhon, Harjit et al.
Enlightened Marketing in Challenging Times. AMSWMC 2019. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. ed. / F. Pantoja; S. Wu; Krey N. Cham: Springer, 2020. p. 211-212 (Developments in Marketing Science: Proceedings of the Academy of Marketing Science).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Decision Delegation and Trust: Insights from Financial Services

T2 - Academy of Marketing Science World Marketing Congress 2019

AU - Roy, Sanjit Kumar

AU - Devlin, James

AU - Sekhon, Harjit

AU - Bian, Xuemei

PY - 2020

Y1 - 2020

N2 - 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.

AB - 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.

KW - Decision making

KW - Decision delegation

KW - Trust

KW - Financial services

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DO - 10.1007/978-3-030-42545-6_60

M3 - Conference contribution

SN - 9783030425449

T3 - Developments in Marketing Science: Proceedings of the Academy of Marketing Science

SP - 211

EP - 212

BT - Enlightened Marketing in Challenging Times. AMSWMC 2019. Developments in Marketing Science

A2 - Pantoja, F.

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ER -

Roy SK, Devlin J, Sekhon H, Bian X. Decision Delegation and Trust: Insights from Financial Services: An Abstract. In Pantoja F, Wu S, N. K, editors, Enlightened Marketing in Challenging Times. AMSWMC 2019. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Cham: Springer. 2020. p. 211-212. (Developments in Marketing Science: Proceedings of the Academy of Marketing Science). Epub 2020 Sept 18. doi: 10.1007/978-3-030-42545-6_60

Decision Delegation and Trust: Insights from Financial Services: An Abstract

Abstract

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Keywords

UN SDGs

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