Edinburgh Napier University

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

Findings The findings confirm that 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 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.