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dc.contributor.authorCuesta González, Marta de la
dc.contributor.authorFernández Olit, Beatriz Rosa 
dc.contributor.authorParedes Gázquez, Juan Diego
dc.contributor.authorOrenes-Casanova , Isabel
dc.date.accessioned2022-05-03T11:55:54Z
dc.date.available2022-05-03T11:55:54Z
dc.date.issued2022-05-03
dc.identifier.bibliographicCitationInternational Journal of Bank Marketing, 2022en
dc.identifier.issn0265-2323
dc.identifier.urihttp://hdl.handle.net/10017/51607en
dc.descriptionPurposeThe aim of this paper is to explore the affective and cognitive factors that condition banking relationships for economically vulnerable consumers and how these factors contribute to increasing financial difficulties and exclusion. This research, performed on a set of focus groups, bases its findings on a combination of experimental and discourse analysis methods. Design/methodology/approachFinancial decisions are not rational and can be biased by affective and cognitive factors. Behavioural finance has focused very little on analysing how consumer biases influence relationships with banking institutions. Additionally, these relationships are affected by the digitalization and transformation of banking business. Thus, in the case of economically vulnerable consumers, who are not profitable for the increasingly competitive banking industry and lack financial abilities, their risk of financial exclusion is increasing. FindingsThe results show that distrust and shame lead to financial difficulties in economically vulnerable consumers. Distrust generates problems of access and self-exclusion, while shame generates difficulties of use. This lack of trust makes them more rational when dealing with machines than with people, showing greater banking difficulties for consumers with a "person-suspicious" profile. Originality/valueThis finding can help regulators establish limits on banking behaviour, require banks to incorporate affective and cognitive factors in their convenience tests and detect new variables that can help them improve their insolvency ratios and reputations.en
dc.description.abstractFinancial decisions are not rational and can be biased by affective and cognitive factors. Behavioural finance has focused very little on analysing how consumer biases influence relationships with banking institutions. Additionally, these relationships are affected by the digitalization and transformation of banking business. Thus, in the case of economically vulnerable consumers, who are not profitable for the increasingly competitive banking industry and lack financial abilities, their risk of financial exclusion is increasing. The aim of this paper is to explore the affective and cognitive factors that condition banking relationships for economically vulnerable consumers and how these factors contribute to increasing financial difficulties and exclusion. This research, performed on a set of focus groups, bases its findings on a combination of experimental and discourse analysis methods. The results show that distrust and shame lead to financial difficulties in economically vulnerable consumers. Distrust generates problems of access and self-exclusion, while shame generates difficulties of use. This lack of trust makes them more rational when dealing with machines than with people, showing greater banking difficulties for consumers with a “person-suspicious” profile. This finding can help regulators establish limits on banking behaviour, require banks to incorporate affective and cognitive factors in their convenience tests and detect new variables that can help them improve their insolvency ratios and reputations.en
dc.description.sponsorshipUCEIF Foundationen
dc.format.mimetypeapplication/pdfen
dc.language.isoengen
dc.rights© 2022, Emerald Publishing Limiteden
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0)en
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/en
dc.subjectDiscourse analysisen
dc.subjectBehavioural financeen
dc.subjectFinancial exclusionen
dc.subjectVulnerable consumersen
dc.subjectAffective-cognitive factorsen
dc.titleAffective and cognitive factors that hinder the banking relationships of economically vulnerable consumersen
dc.typeinfo:eu-repo/semantics/articleen
dc.subject.ecienciaEmpresaes_ES
dc.subject.ecienciaManagement scienceen
dc.contributor.affiliationUniversidad de Alcalá. Departamento de Economía y Dirección de Empresases_ES
dc.date.updated2022-05-03T11:52:48Z
dc.type.versioninfo:eu-repo/semantics/publishedVersionen
dc.identifier.doi10.1108/IJBM-10-2021-0491
dc.relation.projectIDinfo:eu-repo/grantAgreement/EC/H2020/Grant for young researchers (2017 edition)en
dc.rights.accessRightsinfo:eu-repo/semantics/openAccessen
dc.identifier.uxxiAR/0000041090
dc.identifier.publicationtitleInternational Journal of Bank Marketingen
dc.identifier.publicationlastpage48
dc.identifier.publicationfirstpage1


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