Title: The Impact of Culture on Relationship Dissolution Strategy: A case study of a Finnish service operator

Level: Final assignment for Master Degree in Business Administration

Authors: Maija Klemola and Nora Stanley

Supervisor: Aihie Osarenkhoe

Date: 2014 – January

Aim: Earlier research has been done about relationship dissolutions; however current literature has a limited understanding of the process being a managerial activity. This master thesis aims to increase knowledge on business-to-business relationships’ and their characteristics throughout the relationship lifecycle, focusing on the process and strategies during the dissolution phase of the relationship.

Method: A qualitative case study was conducted during October-November 2013. Five project managers were interviewed via telephone or Skype resulting into nine individual instances.

Result & Conclusions: Strategic market relationship approach to business relationships is favoured within the business-to-business service industry in Finland. The research proves that trust is having a significant meaning throughout the relationship lifecycle, and the essence of understanding cultural differences in multicultural business relationships.

Suggestions for future research: This research focused on increasing knowledge on business-to-business relationship dissolutions from the buyer’s subjective perspective and provides viewpoints from one operator, one industry, in one country. Potentially there is a possibility for further research aimed at increasing knowledge on business relationship dissolutions.  

Contribution of the thesis: This research authenticates business relationship dissolution being a managerial activity. Cultural literacy, trust, quality, time management, networking, and reputation management have an essential role throughout the relationship-lifecycle.

Key words: Business-to-Business, Relationship management, Relationship and project dissolution, National culture, Finland, Service industry