Relationship unrest ‐ A strategic perspective for business‐to‐business marketers

The literature is rich with examples that stress the importance of marketers having long‐term customer relationships. Yet, the reality is that while relational attachments can foster benefits, there are many occasions when marketers seek, or are forced, to disband or change the nature of customer relationships. Interestingly however, despite the obviousness of this circumstance, this remains an unexamined strategic condition. In a unique investigation, this article explores the strategic opportunities and conditions that emanate from “relational unrest” in the business‐to‐business marketplace. Consequently, this article notes how sellers can benefit from understanding how to properly manage relational unrest. To address this issue, a strategic framework is proposed, which concludes that when sellers experience relational difficulties, strategic options with positive outcomes and related managerial implications can be associated with this condition.

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