A systems view of relationship dissolution

Abstract

This article examines the process of termination in a business relationship between insurance brokers and their corporate clients in the UK. In previous studies, it has been widely recognised that a business relationship goes through different stages and, arguably, its ending emerges mostly at the last stage of the process. In this paper we argue that, due to the nature of the cyclical process in this business, termination can take place at any time or stage through the whole relationship development process. Significant points are identified where the relationship is most vulnerable. The results reflect a survey of insurance broker's clients and follow-up in-depth interviews with senior insurance brokers.