An evaluation of the effect of interconnectedness and the state of the relationships in a triad: A dynamic approach

Nathalia Christiani Tjandra, John Ensor, Maktoba Omar, John R. Thomson

    Research output: Contribution to journalArticlepeer-review

    1 Citation (Scopus)

    Abstract

    Purpose
    This study aims to investigate the applicability of Ritter’s (2000) framework of interconnectedness in a triadic relationship between a provider, intermediaries and customers and to extend the framework by considering how the state of the relationships in a triad influences the relationship dynamic.

    Design/methodology/approach
    A qualitative case study research method with multiple sources of evidence was adopted in this study. The case study focusses on a triadic relationship of one of the largest UK-based financial services institutions, Provider XYZ, with independent financial advisers and customers.

    Findings
    The findings confirm that the synergy effect, lack effect, competition effect and by-pass effect exist in the triadic relationship. The findings also acknowledge that the state of the relationships in a triad, whether they are positive (+), negative (−) or neutral (0), combined with the identified interconnectedness effect determine the dynamic of the triadic relationship network.

    Originality/value
    This paper extends the existing framework of interconnectedness by considering how the change of the relationship state changes the relationship dynamic in a triad. By evaluating both the effect of interconnectedness and the state of the relationships in a triad, managers can identify and manage possible conflicts in a triad and enhance the effectiveness of the triadic relationship.
    Original languageEnglish
    Pages (from-to)821-841
    Number of pages21
    JournalQualitative Market Research
    Volume23
    Issue number4
    Early online date17 Jun 2020
    DOIs
    Publication statusPublished - 11 Dec 2020

    Keywords

    • Financial services
    • Independent financial advisers
    • Interconnectedness
    • Intermediary
    • Triadic relationship

    ASJC Scopus subject areas

    • Marketing

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