Rebuilding Trust in the Banking Sector

Engaging with Readers in Corporate Press Releases

Research output: Chapter in Book/Report/Conference proceedingChapter (peer-reviewed)

Abstract

The financial crisis and various international scandals are widely viewed as having eroded trust in the banking sector, leading to calls for banks to act urgently to rebuild trust among stakeholders. This chapter examines one type of stakeholder communication, namely press releases on the subject of customer complaints, and aims to identify mechanisms by which the UK bank Barclays engages with customers as a means of regaining their trust. It shows that, through reader reference and transitivity structures in which readers (and writer) are projected into particular roles, Barclays seeks to demonstrate ability and benevolence, two of the three dimensions of an organisation’s trustworthiness (Mayer et al. 1995), and that the emphasis shifts from one to the other over time.
Original languageEnglish
Title of host publicationEngagement in Professional Genres
EditorsCarmen Sancho Guinda
PublisherJohn Benjamins Publishing Company
Pages87-100
Number of pages14
ISBN (Electronic)9789027262943
ISBN (Print)9789027202185
DOIs
Publication statusPublished - 2019

Publication series

NamePragmatics & Beyond New Series
PublisherJohn Benjamins Publishing Company
ISSN (Print)0922-842X

Fingerprint

banking
bank
customer
stakeholder
trustworthiness
scandal
complaint
financial crisis
writer
communication
ability
Rebuilding
Reader
Banking
Press Releases
Stakeholders
time
Complaints
Financial Crisis
Scandal

Keywords

  • Banking
  • Engagement
  • Press releases
  • Transitivity
  • Trust rebuilding

ASJC Scopus subject areas

  • Language and Linguistics
  • Linguistics and Language

Cite this

McLaren-Hankin, Y. (2019). Rebuilding Trust in the Banking Sector: Engaging with Readers in Corporate Press Releases. In C. Sancho Guinda (Ed.), Engagement in Professional Genres (pp. 87-100). (Pragmatics & Beyond New Series). John Benjamins Publishing Company. https://doi.org/10.1075/pbns.301.05mcl
McLaren-Hankin, Yvonne. / Rebuilding Trust in the Banking Sector : Engaging with Readers in Corporate Press Releases. Engagement in Professional Genres. editor / Carmen Sancho Guinda. John Benjamins Publishing Company, 2019. pp. 87-100 (Pragmatics & Beyond New Series).
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McLaren-Hankin, Y 2019, Rebuilding Trust in the Banking Sector: Engaging with Readers in Corporate Press Releases. in C Sancho Guinda (ed.), Engagement in Professional Genres. Pragmatics & Beyond New Series, John Benjamins Publishing Company, pp. 87-100. https://doi.org/10.1075/pbns.301.05mcl

Rebuilding Trust in the Banking Sector : Engaging with Readers in Corporate Press Releases. / McLaren-Hankin, Yvonne.

Engagement in Professional Genres. ed. / Carmen Sancho Guinda. John Benjamins Publishing Company, 2019. p. 87-100 (Pragmatics & Beyond New Series).

Research output: Chapter in Book/Report/Conference proceedingChapter (peer-reviewed)

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McLaren-Hankin Y. Rebuilding Trust in the Banking Sector: Engaging with Readers in Corporate Press Releases. In Sancho Guinda C, editor, Engagement in Professional Genres. John Benjamins Publishing Company. 2019. p. 87-100. (Pragmatics & Beyond New Series). https://doi.org/10.1075/pbns.301.05mcl