TY - JOUR T1 - The Effects of Competence-Based, Expressive and Collaborative Service Performance on the B2B Service Relationship JF - Technology Innovation Management Review Y1 - 2021 A1 - Wenting Zou A1 - Saara A. Brax A1 - Risto Rajala KW - B2B services KW - Business services KW - Relationship performance KW - Repurchase intentions KW - Service performance KW - Service purchasing AB - Service performance is considered an essential determinant of successful business relationships. It affects the customer’s repurchase intentions and, therefore, the continuity of the relationship between the service provider and the customer. Yet, due to the complexity of B2B relationships, service performance is a multi-faceted issue. It includes at least three crucial aspects: competence-based, expressive, and collaborative performance. The present paper investigates the effects of these dimensions on the buyer-supplier relationship and analyzes their mediated impact on customer repurchasing intentions. In so doing, we establish a structural equation model and test multiple hypotheses with a sample of 141 purchasing professionals from 23 countries. The findings indicate that expressive and collaborative service performance are more significant determinants of successful business relationships and influence business relationship continuity more than competence-based service performance. Also, relationship performance was found to fully mediate the links between expressive and collaborative service performance with customer repurchase intentions. The study underscores that service providers can ensure business continuity with their customers by investing in expressive and collaborative service performance. PB - Talent First Network CY - Ottawa VL - 11 UR - timreview.ca/article/1439 IS - 5 U1 - Aalto University Wenting Zou, MSc (Tech), is a doctoral candidate at Aalto University, Finland. Her research focuses on managing the complexity of B2B services, paying a special attention to the influences of service contract management, contracting process, and service complexity on service providers’ performance. Her work builds on an interdisciplinary background and combines multiple theoretical perspectives and methods of analysis. She is affiliated with Aalto University School of Science, Department of Industrial Engineering and Management. U2 - LUT University Saara A. Brax, DSc (Tech), is a postdoctoral researcher at the School of Business and Management in LUT University, Finland. Her research covers service operations management and industrial management, focusing on servitization, industrial product-service systems, and service supply chains in the B2B context. Her recent works have focused on digitalization, data analytics and sustainability in supply chains. U3 - Aalto University and Carleton University Risto Rajala, DSc (Econ), is Associate Professor of Service Engineering and Management at Aalto University, Finland, and an Adjunct Research Professor at Carleton University, Canada. His research focuses on the management challenges of technology firms’ service operations, including the management of complex service systems and the system-level changes linked with the transformation of technology industries toward service-based value creation. He currently serves as the Head of the Department of Industrial Engineering and Management of Aalto University. ER -