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).

中文翻译：

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衡量银行业的刻板印象——客户关系利益的应用

目的

尽管对性别、种族和年龄等社会刻板印象很感兴趣，但一线员工的职业刻板印象仍然是银行服务中需要衡量的新话题。本文的目的是开发和验证一个可靠的银行家刻板印象量表，它反映了所有有用的维度。

设计/方法/方法

在法国语境中使用混合方法开发了多维量表。从两个样本（11 个私人银行客户，17 个零售银行客户）中收集了定性数据。从配额建立的两个多样化样本中收集定量数据：探索性样本 ( n  = 226) 和验证性样本 ( n  = 579)。进行了探索性和验证性因素分析以测试和验证量表。

发现

该测量量表被证明是有效和可靠的。然后在概念模型中使用该量表作为预期关系收益的解释因素，其中使用结构方程模型分析关系。该模型成功地提供了银行家刻板印象与预期关系利益之间的一些解释性联系。

实际影响

专业刻板印象的概念可以进一步用于通过关系利益更好地理解关系质量和客户满意度，并更广泛地作为了解客户 (KYC) 和企业社会责任 (CSR) 程序的一部分。

原创性/价值

该量表确定了四个行为维度（伙伴、家长式、下属和鲨鱼）和一个关于着装规范（正装）。