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 journalArticle

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)(In-press)
JournalQualitative Market Research
Volume(In-press)
DOIs
Publication statusE-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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