TY  - JOUR
AB  - 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.
VL  - 23
IS  - 4
SN  - 1352-2752
DO  - 10.1108/QMR-02-2020-0029
UR  - https://doi.org/10.1108/QMR-02-2020-0029
AU  - Tjandra Nathalia Christiani
AU  - Ensor John
AU  - Omar Maktoba
AU  - Thomson John R.
PY  - 2020
Y1  - 2020/01/01
TI  - An evaluation of the effect of interconnectedness and the state of the relationships in a triad: a dynamic approach
T2  - Qualitative Market Research: An International Journal
PB  - Emerald Publishing Limited
SP  - 821
EP  - 841
Y2  - 2024/09/21
ER  -