Examining detachment in customer – wealth manager relationships: An SEM Model

Hester Spies
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Hester Spies: North-West University, South Africa

in ABEM Conference Proceedings from Academy of Business and Emerging Markets (ABEM), Canada, currently edited by Satyendra Singh

Abstract: Unless wealth managers have a good understanding of why customers are moving away from an employee relationship, the preventative course of action can’t be formulated. The concept customer detachment which could explain why customers move away from wealth manager relationships has received no scholarly attention. This study, therefore, sets out to form a better understanding of customer detachment by determining the interrelationships amongst respondents’ detachment, relationship disaffection, customer disillusionment and commitment deterioration in the South African Wealth Management industry. A quantitative descriptive research design was used to collect data through online computer administered questionnaires from a sample of 526 wealth management customers. The results established that respondents’ detachment was significantly influenced by relationship disaffection and disillusionment, and commitment deterioration was statistically significantly influenced by detachment and relationship disaffection, but not disillusionment. This study offers theoretical and practical contributions by advancing the existing knowledge of customer detachment in customer wealth manager relationships.

Keywords: commitment deterioration; detachment; disillusionment; relationship disaffection; wealth management (search for similar items in EconPapers)
Date: 2022
ISBN: 9780993734250
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