Operationalizing Relationship Value: An Empirical Study of Antecedents, Outcomes and Construct Dimensions

A growing challenge facing industrial service providers is how to build collaborative relationships with their customers in a way that maximizes value to the firm. By understanding the factors that create value, suppliers are more likely to build stronger and more enduring relationships by emphasizing the relational dimensions that are difficult to duplicate. This study conceptualizes and operationalizes the relationship value construct through an examination of its dimensions, antecedents and outcomes in industrial service settings. The study represents perspectives of buyers across 42 countries engaged in the purchase of aviation component repairs. Results demonstrate that relationship value adds more explanatory power to a model that links service quality, relational investments, and customer orientation to affective commitment, future intentions and buyer willingness to invest.