Measuring stereotypes in the banking industry – an application to client relational benefits
International Journal of Bank Marketing
ISSN: 0265-2323
Article publication date: 1 July 2021
Issue publication date: 28 October 2021
Abstract
Purpose
Despite interest in social stereotypes such as gender, race and age, professional stereotypes of frontline employees is still a new topic that requires measurement in the banking services. The purpose of this paper is to develop and validate a reliable banker stereotype scale that reflects all useful dimensions.
Design/methodology/approach
A multi-dimensional scale is developed using a mixed method in the French context. Qualitative data were collected from two samples (11 private banking clients, 17 retail banking clients). Quantitative data were collected from two diversified samples built by quotas: an exploratory sample (n = 226) and a confirmatory sample (n = 579). Exploratory and confirmatory factor analyses were conducted to test and validate the scale.
Findings
The measurement scale proves to be valid and reliable. The scale is then used in a conceptual model as an explanatory factor of expected relational benefits where relations are analyzed using structural equation modeling. The model successfully provides some explanatory links between the banker stereotypes and the expected relational benefits.
Practical implications
The concept of the professional stereotype can be further used to better understand relationship quality and customer satisfaction through relational benefits, and more widely as a part of the know your customer (KYC) and corporate social responsibility (CSR) procedures.
Originality/value
The scale identifies four behavioral dimensions (partner, paternalistic, subordinate and shark) and one about dress code (formal clothing).
Keywords
Acknowledgements
This research is self-funded and I did not receive any specific grant from funding agencies in the public, commercial, or not-for-profit sectors. I am thankful to Insaf Khelladi for her advice on finalizing this research.
Citation
Hobeika, J. (2021), "Measuring stereotypes in the banking industry – an application to client relational benefits", International Journal of Bank Marketing, Vol. 39 No. 7, pp. 1292-1309. https://doi.org/10.1108/IJBM-08-2020-0431
Publisher
:Emerald Publishing Limited
Copyright © 2021, Emerald Publishing Limited