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

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  • Hester Spies

    (North-West University, South Africa)

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.

Suggested Citation

  • Hester Spies, 2022. "Examining detachment in customer – wealth manager relationships: An SEM Model," ABEM Conference Proceedings, Academy of Business and Emerging Markets (ABEM), Canada, number 023169, January.
    • Handle: RePEc:ris:abemcp:023169
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