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.
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 language | English |
|---|---|
| Pages (from-to) | (In-press) |
| Journal | Qualitative Market Research |
| Volume | (In-press) |
| DOIs | |
| Publication status | E-pub ahead of print - 17 Jun 2020 |
Keywords
- Financial services
- Independent financial advisers
- Interconnectedness
- Intermediary
- Triadic relationship
ASJC Scopus subject areas
- Marketing
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Cite this
Tjandra, N. C., Ensor, J., Omar, M., & Thomson, J. R. (2020). An evaluation of the effect of interconnectedness and the state of the relationships in a triad: A dynamic approach. Qualitative Market Research, (In-press), (In-press). https://doi.org/10.1108/QMR-02-2020-0029