Some survey participants took the view that the shift from a relational to a highly contractual market is irreversible, that there is no way of overcoming the loss of trust which has emerged over the past five or six years. The genie could not be put back in the bottle.
Others took the view that markets have cycles, and that the pendulum will eventually swing back to a more relational and trust-based model. This might be true, but the evidence from history and from international markets is that the cycles might be very long.
The alternative view is that the market for complex services is unsustainable if questions of trust are not addressed and more appropriate contractual models are not employed. This was the most widely-held view among survey participants, and it is the approach adopted in this report.