Accès libre

Consumer perceived ethicality of banks in the era of digitalisation: The case of Poland

À propos de cet article

Citez

Al-Salim, M. I. A. (2018). A closer look at the relationship of entry-level bank employees’ leadership attributes and customer satisfaction. Journal of Financial Services Marketing, 23(2), 91–103.10.1057/s41264-018-0047-8 Search in Google Scholar

Ardichvili, A., Mitchell, J. A., & Jondle, D. (2009). Characteristics of ethical business cultures. Journal of Business Ethics, 85(4), 445–451.10.1007/s10551-008-9782-4 Search in Google Scholar

Arrieta, A. B., Díaz-Rodríguez, N., Del Ser, J., Bennetot, A., Tabik, S., Barbado, A., … Herrera, F. (2020). Explainable Artificial Intelligence (XAI): Concepts, taxonomies, opportunities and challenges toward responsible AI. Information Fusion, 58, 82–115.10.1016/j.inffus.2019.12.012 Search in Google Scholar

Arthur, K. N. A., & Owen, R. (2019). A micro-ethnographic study of Big Data-based innovation in the financial services sector: Governance, ethics and organisational practices. Journal of Business Ethics, 160(2), 363–375.10.1007/s10551-019-04203-x Search in Google Scholar

Boczoń, W. (2016). Polska bankowość w liczbach 2015. Retrieved from https://www.bankier.pl/static/att/122000/7391886_polska_bankowosc_w_liczbach_raport_bankier_pl.pdf Search in Google Scholar

Boczoń, W. (2021). Polska bankowość w liczbach IV kwartał. Retrieved from https://prnews.pl/wp-content/uploads/2021/03/polska_bankowosc_w_liczbach_IV_kw_2020.pdf Search in Google Scholar

Bondari, R. D. (2017). Revising the activity-based costing in the banks via the electronic banking development. International Journal of Economic Perspectives, 11(2), 748–753. Search in Google Scholar

Brunk, K. H. (2010). Exploring origins of ethical company/brand perceptions: A consumer perspective of corporate ethics. Journal of Business Research, 63(3), 255–262.10.1016/j.jbusres.2009.03.011 Search in Google Scholar

Brunk, K. H., & Bluemelhuber, Ch. (2011). One strike and you’re out: Qualitative insights into the formation of consumers’ ethical company or brand perceptions. Journal of Business Research, 64(2), 134–141.10.1016/j.jbusres.2010.02.009 Search in Google Scholar

Brunk, K. H., & de Boer, C. (2020). How do consumers reconcile positive and negative CSR-related information to form an ethical brand perception? A mixed method inquiry. Journal of Business Ethics, 161(2), 443–458.10.1007/s10551-018-3973-4 Search in Google Scholar

Calzolari, G. (2021). Artificial Intelligence market and capital flows. Artificial Intelligence and the financial sector at crossroads. Retrieved from http://www.europarl.europa.eu/supporting-analyses Search in Google Scholar

Capgemini. (2020). COVID-19 and the financial services consumer: Supporting customers and driving engagement through the pandemic and beyond. Retrieved from https://www.capgemini.com/pl-pl/wp-content/uploads/sites/15/2020/04/COVID-19-and-the-financial-services-consumer_V4-12.pdf Search in Google Scholar

Cichowicz, E., Iwanicz-Drozdowska, M., & Kurowski, Ł. (2021). “Every knock is a boost”. Cyber risk behaviour among Poles. Economics and Business Review, 7(4), 94–120. Search in Google Scholar

Cisco. (2017). Digital transformation for the retail banking industry. Defining and delivering value for your next-generation business. Retrieved from https://www.cisco.com/c/dam/en_us/solutions/industries/docs/finance/retail-banking.pdf Search in Google Scholar

Clarke, R. (2019). Principles and business processes for responsible AI. Computer Law & Security Review, 35(4), 410–422.10.1016/j.clsr.2019.04.007 Search in Google Scholar

Cohn, A., Fehr, E., & Maréchal, M. A. (2014). Business culture and dishonesty in the banking industry. Nature, 516(7529), 86–89. Search in Google Scholar

Conrad, Ch. (2018). Business ethics—a philosophical and behavioral approach. Cham: Springer.10.1007/978-3-319-91575-3 Search in Google Scholar

Craft, J. L. (2013). A review of the empirical ethical decision-making literature: 2004–2011. Journal of Business Ethics, 117(2), 221–259.10.1007/s10551-012-1518-9 Search in Google Scholar

Crane, A., Matten, D., Glozer, S., & Spence, L. J. (2019). Business ethics. Managing corporate citizenship and sustainability in the age of globalization. Oxford: Oxford University Press. Search in Google Scholar

Crespo, R. F., & van Staveren, I. (2011). Would we have had this crisis if women had been running the financial sector?. Journal of Sustainable Finance and Investment, 1(3‒4), 241–250. Search in Google Scholar

Cruciani, C. (2017). Investor decision-making and the role of the financial advisor. A behavioural finance approach. Basingstoke: Palgrave Macmillan.10.1007/978-3-319-68234-1 Search in Google Scholar

Danieluk, B., Muda, R., Kicia, M., & Stasiuk, K. (2020). Expertise is in the eye of the beholder—financial advisor evaluations and client satisfaction as a result of advisor recommendations. Polish Psychological Bulletin, 51(1), 14–22. Search in Google Scholar

de Graaf, F. J. (2019). Ethics and behavioural theory: How do professionals assess their mental models?. Journal of Business Ethics, 157(4), 933–947.10.1007/s10551-018-3955-6 Search in Google Scholar

Demirgüneş, B. (2015). Ethical behavior of salesperson: The impact of consumer’s perception on trust, satisfaction and repeat purchasing behavior. Turkish Journal of Business Ethics, 8(1), 26–46.10.12711/tjbe.2015.8.1.0009 Search in Google Scholar

Fichter, R. (2018). Do the right thing! Developing ethical behavior in financial institutions. Journal of Business Ethics, 151(1), 69–84.10.1007/s10551-016-3275-7 Search in Google Scholar

FinTech Poland. (2021). Chmura obliczeniowa i jej rola w budowie centrum finansowego nowej generacji w Polsce. Wyzwania strategiczne i regulacyjne. Retrieved from https://news.microsoft.com/wp-content/uploads/prod/sites/58/2021/09/RAPORT_Chmura-obliczeniowa-i-jej-rola-w-budowie-centrum-finansowegonowej-generacji-w-Polsce.-Wyzwania-strategiczne-i-regulacyjne_FintechPoland_Microsoft_Accenture_TKP.pdf Search in Google Scholar

Fiske, S. T., & Taylor, S. E. (2017). Social cognition: From brains to culture. Los Angeles: Sage Publications. Search in Google Scholar

Fleming, P., & Zyglidopoulos, S. C. (2008). The escalation of deception in organizations. Journal of Business Ethics, 81(4), 837–850.10.1007/s10551-007-9551-9 Search in Google Scholar

Franke, G. R., Crown, D. F., & Spake, D. F. (1997). Gender differences in ethical perceptions of business practices: A social role theory perspective. Journal of Applied Psychology, 82(6), 920–934.10.1037/0021-9010.82.6.920 Search in Google Scholar

Giza, W., & Wilk, B. (2021). Revolution 4.0 and its implications for consumer behaviour. Entrepreneurial Business and Economics Review, 9(4), 195–206.10.15678/EBER.2021.090412 Search in Google Scholar

Green, C. F. (1989). Business ethics in banking. Journal of Business Ethics, 8(8), 631–634.10.1007/BF00383031 Search in Google Scholar

Greene, W. H. (2003). Econometric analysis. Upper Saddle River: Prentice Hall. Search in Google Scholar

Grosen, S. L. (2014). Working with standards—post-crisis positioning of bank advisors. New Technology, Work and Employment, 29(3), 253–265.10.1111/ntwe.12033 Search in Google Scholar

Ha, K. H., Canedoli, A., Baur, A. W., & Bick, M. (2012). Mobile banking—insights on its increasing relevance and most common drivers of adoption. Electronic Markets, 22(4), 217–227.10.1007/s12525-012-0107-1 Search in Google Scholar

Hansen, J., & Riggle, R. (2009). Ethical salesperson behavior in sales relationships. Journal of Personal Selling and Sales Management, 29(2), 151–166.10.2753/PSS0885-3134290204 Search in Google Scholar

Hayes, A. (2020) Enacting a rational actor: Roboadvisors and the algorithmic performance of ideal types. Economy and Society, 49(4), 562–595.10.1080/03085147.2020.1782054 Search in Google Scholar

Ho, J. C., Wu, C.-G., Lee, C.-S., & Pham, T.-T. (2020). Factors affecting the behavioral intention to adopt mobile banking: An international comparison. Technology in Society, 63. https://doi.org/10.1016/j.techsoc.2020.10136010.1016/j.techsoc.2020.101360 Search in Google Scholar

Huterska, A., Piotrowska, A. I., & Szalacha-Jarmużek, J. (2021). Fear of the COVID-19 pandemic and social distancing as factors determining the change in consumer payment behavior at retail and service outlets. Energies, 14(4191), 1–18. Search in Google Scholar

Jasevičienė, F. (2012). The ethics of banking: Analysis and estimates. Ekonomika, 91(3), 101–116.10.15388/Ekon.2012.0.884 Search in Google Scholar

Josephson, M. (2014). Teaching ethical decision making and principled reasoning. In W. M. Hoffman, R. E. Frederick & M. S. Schwartz (Eds.), Business ethics. Readings and cases in corporate morality (pp. 78–85). Chichester: Wiley Blackwell. Search in Google Scholar

Jubraj, R., Graham, T., & Ryan, E. (2018). Redefine banking with Artificial Intelligence. Retrieved from https://www.accenture.com/_acnmedia/pdf-68/accenture-redefine-banking.pdf Search in Google Scholar

Karimova, G.-S., Hoffmann, N. Ch., Heidbrink, L., & Hoffmann, S. (2020). Virtue ethics between East and West in consumer research: Review, synthesis and directions for future research. Journal of Business Ethics, 165(2), 255–275.10.1007/s10551-019-04321-6 Search in Google Scholar

Kish-Gephart, J. J., Harrison, D. A., & Treviño, L. K. (2010). Bad apples, bad cases, and bad barrels: Meta-analytic evidence about sources of unethical decisions at work. Journal of Applied Psychology, 95(1), 1–31.10.1037/a0017103 Search in Google Scholar

Kohlberg, L. (1984). The psychology of moral development. The nature and validity of moral stages. Essays on moral development. London: Harper and Row. Search in Google Scholar

Koslowski, P. (2011). The ethics of banking: Conclusions from the financial crisis. London: Springer.10.1007/978-94-007-0656-9 Search in Google Scholar

KPMG. (2019). Czy klient jest najważniejszy? Na bank! Analiza doświadczeń klienckich oferowanych przez banki w Polsce. Retrieved from https://assets.kpmg/content/dam/kpmg/pl/pdf/2019/10/pl-raport-kpmg-pt-czy-klient-jest-najwazniejszy-na-bank.pdf Search in Google Scholar

Kunda, Z., Sinclair, L., & Griffin, D. (1997). Equal ratings but separate meanings: Stereotypes and the construal of traits. Journal of Personality and Social Psychology, 72(4), 720–734.10.1037/0022-3514.72.4.720 Search in Google Scholar

Kurland, N. (1995). Ethics, incentives, and conflicts of interest: A practical solution. Journal of Business Ethics, 14(6), 465–475.10.1007/BF00872087 Search in Google Scholar

Lehnert, K., Craft, J., Singh, N., & Park, Y.-H. (2016). The human experience of ethics: A review of a decade of qualitative ethical decision-making research. Business Ethics: A European Review, 25(4), 498–537.10.1111/beer.12129 Search in Google Scholar

Leonidou, L. C., Kvasova, O., Leonidou, C. N., & Chari, S. (2013). Business unethicality as an impediment to consumer trust: The moderating role of demographic and cultural characteristics. Journal of Business Ethics, 112(3), 397–415.10.1007/s10551-012-1267-9 Search in Google Scholar

Lin, T. C. W. (2019). Artificial Intelligence, finance, and the law. Fordham Law Review, 88(2), 531–551. Search in Google Scholar

Maddala, G. S. (2006). Ekonometria. Warszawa: Wydawnictwo Naukowe PWN. Search in Google Scholar

Mashrur, A., Luo, W., Zaidi, N. A., & Robles-Kelly, A. (2020). Machine learning for financial risk management: A survey. https://doi.org/10.1109/access.2020.303632210.1109/ACCESS.2020.3036322 Search in Google Scholar

Maurer, K.-O. (2019). Honesty in regional cooperative banks. Credit and Capital Markets, 52(3), 423–444.10.3790/ccm.52.3.423 Search in Google Scholar

McLeod, M. S., Payne, G. T., & Evert, R. E. (2016). Organizational ethics research: A systematic review of methods and analytical techniques. Journal of Business Ethics, 134(3), 429–443.10.1007/s10551-014-2436-9 Search in Google Scholar

Migliavacca, M. (2020). Keep your customer knowledgeable: Financial advisors as educators. The European Journal of Finance, 26(4‒5), 402–419.10.1080/1351847X.2019.1700148 Search in Google Scholar

Moșteanu, N. R. (2019). International financial markets face to face with Artificial Intelligence and digital era. Theoretical and Applied Economics, 3(620), 123–134. Search in Google Scholar

NBP. (2020). PayTech – innowacyjne rozwiązania płatnicze na rynku polskim. Retrieved from https://www.nbp.pl/systemplatniczy/obrot_bezgotowkowy/paytech.pdf Search in Google Scholar

NBP. (2021). Zwyczaje płatnicze w Polsce w 2020 r. Podstawowe wyniki badania. Retrieved from https://www.nbp.pl/systemplatniczy/zwyczaje_platnicze/zwyczaje_platnicze_Polakow_2020.pdf Search in Google Scholar

OECD. (2018). Financial markets, insurance and private pensions: Digitalisation and finance. Retrieved from https://www.oecd.org/finance/Financial-markets-insurance-pensions-digitalisation-and-finance.pdf Search in Google Scholar

Polasik, M., & Wisniewski, T. P. (2009). Empirical analysis of Internet banking adoption in Poland. International Journal of Bank Marketing, 27(1), 32–52.10.1108/02652320910928227 Search in Google Scholar

Ris, K., Stankovic, Z., & Avramovic, Z. (2020). Implications of implementation of Artificial Intelligence in the banking business with correlation to the human factor. Journal of Computer and Communications, 8(11), 130–144.10.4236/jcc.2020.811010 Search in Google Scholar

Roca, J., García, J., & Vega, J. (2009). The importance of perceived trust, security and privacy in online trading systems. Information Management & Computer Security, 17(2), 96–113.10.1108/09685220910963983 Search in Google Scholar

Rogowski, R. (2018). Ethical problems at work in the opinion of employees of selected banks. Annales. Ethics in Economic Life, 21(8), 57–70.10.18778/1899-2226.21.8.05 Search in Google Scholar

Román, S., & Ruiz, S. (2005). Relationship outcomes of perceived ethical sales behavior: The customer’s perspective. Journal of Business Research, 58(4), 439–445.10.1016/j.jbusres.2003.07.002 Search in Google Scholar

Shanahan, K. J., & Hyman, M. R. (2003). The development of a virtue ethics scale. Journal of Business Ethics, 42(2), 197–208.10.1023/A:1021914218659 Search in Google Scholar

Stedham, Y., Yamamura, J., & Beekun, R. (2007). Gender differences in business ethics: Justice and relativist perspectives. Business Ethics: A European Review, 16(2), 163–174.10.1111/j.1467-8608.2007.00486.x Search in Google Scholar

Swaidan, Z., Vitell, S. J., & Rawwas, M. Y. A. (2003). Consumer ethics: Determinants of ethical beliefs of African Americans. Journal of Business Ethics, 46(2), 175–186.10.1023/A:1025068902771 Search in Google Scholar

Valenzuela, L., Mulki, J., & Jaramillo, J. (2010). Impact of customer orientation, inducements and ethics on loyalty to the firm: Customers’ perspective. Journal of Business Ethics, 93(2), 277–291.10.1007/s10551-009-0220-z Search in Google Scholar

Vallance, E. (1995). Business ethics at work. Cambridge: Cambridge University Press.10.1017/CBO9781139166461 Search in Google Scholar

van Thiel, D., & van Raaij, W. F. (2017). Explaining customer experience of digital financial advice. Economics World, 5(1), 69–84.10.17265/2328-7144/2017.01.007 Search in Google Scholar

van Thiel, D., & van Raaij, W. F. (2019). Artificial intelligent credit risk prediction: An empirical study of analytical Artificial Intelligence tools for credit risk prediction in a digital era. Journal of Accounting and Finance, 19(8), 150–170.10.33423/jaf.v19i8.2622 Search in Google Scholar

Wang, C., Harris, J., & Patterson, P. (2013). The roles of habit, self-efficacy, and satisfaction in driving continued use of self-service technologies. A longitudinal study. Journal of Service Research, 16(3), 400–414.10.1177/1094670512473200 Search in Google Scholar

Warchlewska, A., & Waliszewski, K. (2020). Who uses robo-advisors? The Polish case. European Research Studies Journal, 23, 97–114.10.35808/ersj/1748 Search in Google Scholar

Warren, R. C. (2011). Are we making progress in international business ethics?. Humanomics, 27(3), 212–224.10.1108/08288661111165240 Search in Google Scholar

Watkins, J. (2011). Banking ethics and the Goldman rule. Journal of Economic Issues, 45, 363–372.10.2753/JEI0021-3624450213 Search in Google Scholar

Wewege, L., Lee, J., & Thomsett, M. C. (2020). Disruptions and digital banking trends. Journal of Applied Finance & Banking, 10(6), 15–56. Search in Google Scholar

Wimbush, J. C., Shepard, J. M., & Markham, S. E. (1997). An empirical examination of the relationship between ethical climate and ethical behavior from multiple levels of analysis. Journal of Business Ethics, 16(16), 1705–1716.10.1023/A:1017952221572 Search in Google Scholar

ZBP. (2019). Wybrane obserwacje w zakresie oceny reputacji i zaufania do banków w Polsce w 2019 r. Retrieved from https://docplayer.pl/152525191-Wybrane-obserwacje-w-zakresie-oceny-reputacji-i-zaufania-do-bankow-w-polsce-w-2019-rkantar-polska-dla-zwiazku-bankow-polskich-kwiecien-2019.html Search in Google Scholar

ZBP. (2020). Cyberbezpieczny portfel. Retrieved from https://www.zbp.pl/getmedia/156b5c44-bfcc-46cb-a5d1-bd0d141e9ed0/ZBP_Cyberbezpieczny-Portfel2020 Search in Google Scholar

eISSN:
2450-0097
Langue:
Anglais