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This study investigates how the interpersonal relationship quality between a salesperson and customer as well as the supplier’s service quality and value affect purchase intentions in information technology/information systems outsourcing service settings and examines the moderating effects of relationship quality. The results indicate that relationship quality and value affect purchase intentions. Perceived value mediates the impact of service quality on purchase intentions. Relationship quality negatively moderates the relationship between service quality and purchase intentions.

How Relationship Quality, Service Quality, and Value Affect the Intention to Purchase IT/IS Outsourcing Services