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Innhold<br />
Forord........................................................................................................................................ 5<br />
Innhold ...................................................................................................................................... 7<br />
Sammendrag.............................................................................................................................. 9<br />
Summary ................................................................................................................................. 13<br />
1 Innledning ........................................................................................................................ 17<br />
2 Bakgrunn for problemstillinger........................................................................................ 19<br />
3 Metode ............................................................................................................................. 23<br />
4 Teoretisk tilnærming........................................................................................................ 25<br />
4.1 Innledning .................................................................................................................. 25<br />
4.2 ’Exit, Voice and Loyalty’........................................................................................... 25<br />
4.3 Refleksivitet og tillit................................................................................................... 26<br />
4.4 Ulike preferanser og tillitsrelasjoner.......................................................................... 29<br />
4.5 Informasjonsteori ....................................................................................................... 30<br />
4.6 Transaksjonsteori ....................................................................................................... 34<br />
5 Analyse ............................................................................................................................ 37<br />
5.1 Innledning .................................................................................................................. 37<br />
5.2 Situasjon 1: Valg av bank. ......................................................................................... 38<br />
5.3 Situasjon 2: Kundeforhold ......................................................................................... 40<br />
5.4 Situasjon 3: Mobilitet mellom bank........................................................................... 44<br />
6 Samlet vurdering: Hva hindrer mobilitet mellom banker? .............................................. 49<br />
6.1 Konklusjon................................................................................................................. 51<br />
Litteratur.................................................................................................................................. 53