Executive Departures Without Client Losses: The Role of Multiplex Ties in Exchange Partner Retention
研究高管离职时企业如何通过多重关系保留客户，发现跨部门的多重关系能有效降低高管离职导致的客户流失，对广告公司等专业服务企业有参考价值。
To reduce vulnerability to exchange relationship loss when executives leave, firms often form multiple ties to the same exchange partners. Despite the assumed importance of interorganizational multiplexity for relationship retention, theory and evidence of its effect are lacking. Analysis of a longitudinal sample of client ties of advertising firms confirms that, in general, multiplexity improves retention. However, only relationships that span intraorganizational units with convergent interests reduce the positive effect of advertising agency executive departures on client tie loss. The findings highlight the need to consider the implications of intraorganizational structure for theories of interorganizational relationship retention, and suggest an additional rationale for the persistence of the holding company structure in professional services firms despite limited returns to scale.