银行丑闻传染：富国银行交叉销售丑闻的证据

IF 5.5 2区经济学 Q1 BUSINESS, FINANCE

Global Finance Journal Pub Date : 2024-09-28 DOI:10.1016/j.gfj.2024.101044

Michael D. Noel , Syed M.I. Osman

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引用次数: 0

摘要

在发生负面声誉冲击或丑闻时，消费者对受丑闻影响产品的愤怒和不信任是否会蔓延到丑闻没有直接影响到的看似无关的业务领域？我们的论文研究了富国银行 2016 年的 "交叉销售 "丑闻，以检验其抵押贷款业务的负面情绪传染效应。研究发现了明显的负面传染效应，但同时也表明富国银行在处理投诉时更加宽容，更频繁地支付赔偿金，并成功地将争议降为零。这些行为被解释为富国银行为 "控制传染 "而采取的损害控制措施。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Bank scandal contagion: Evidence from the Wells Fargo cross-selling scandal

In the event of a negative reputation shock or scandal, do consumers' anger and mistrust in the scandal-affected products spill over to seemingly unrelated lines of business that the scandal did not directly reach? Our paper looks into Wells Fargo's 2016 “cross-selling” scandal to test the negative sentiment contagion effect on its mortgage business. The study finds significant negative contagion effects, but also shows that Wells Fargo was more accommodating in handling complaints, paying compensation more frequently, and successfully lowering disputes towards zero. These actions are interpreted as Wells Fargo's damage control efforts to ‘Contain the Contagion’.

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来源期刊

Global Finance Journal BUSINESS, FINANCE-

CiteScore

7.30

自引率

13.50%

发文量

106

审稿时长

53 days

期刊介绍： Global Finance Journal provides a forum for the exchange of ideas and techniques among academicians and practitioners and, thereby, advances applied research in global financial management. Global Finance Journal publishes original, creative, scholarly research that integrates theory and practice and addresses a readership in both business and academia. Articles reflecting pragmatic research are sought in areas such as financial management, investment, banking and financial services, accounting, and taxation. Global Finance Journal welcomes contributions from scholars in both the business and academic community and encourages collaborative research from this broad base worldwide.