TY  - JOUR
AB  - Purpose– The two aims of this paper are to explore the development of trust for relationships between staff and customers in the banking sector and to investigate possible links between financial performance of relationship manager and their levels of emotional intelligence (EI) and trust.Design/methodology/approach– An internet survey was undertaken, where respondents were asked to complete an EI test and questions relating to trusting behaviour. These data were integrated with financial performance data supplied by the bank. Exploratory and confirmatory factor analysis and correlation analysis was used to identify links.Findings– Trust was found to be made up of three components: dependability; knowledge; and expectations. Further, there were significant correlations between both trust and EI, when compared to the financial performance of a relationship manager.Research limitations/implications– The methods used by the bank to collect performance data have limited the analysis that could be conducted.Practical implications– Increased awareness by the relationship managers of their own emotions, and how they perceive and act upon the emotions of others, should favourably impact financial performance.Originality/value– This paper is an important initial step in highlighting the significance of EI and trust in the relationship marketing/selling arena.
VL  - 26
IS  - 3
SN  - 0265-2323
DO  - 10.1108/02652320810864652
UR  - https://doi.org/10.1108/02652320810864652
AU  - Heffernan Troy
AU  - O'Neill Grant
AU  - Travaglione Tony
AU  - Droulers Marcelle
PY  - 2008
Y1  - 2008/01/01
TI  - Relationship marketing: The impact of emotional intelligence and trust on bank performance
T2  - International Journal of Bank Marketing
PB  - Emerald Group Publishing Limited
SP  - 183
EP  - 199
Y2  - 2024/05/12
ER  -