The Effects of Competence-Based, Expressive and Collaborative Service Performance on the B2B Service Relationship

Wenting Zou, Saara Brax, Risto Rajala

Research output: Contribution to journalArticleScientificpeer-review

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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.
Original languageEnglish
Pages (from-to)17-31
Number of pages15
JournalTechnology Innovation Management Review
Issue number5
Publication statusPublished - 31 May 2021
MoE publication typeA1 Journal article-refereed


  • Service performance
  • relationship performance
  • repurchase intentions
  • B2B services
  • business services
  • service purchasing


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