Is value in business-to-business professional services a static concept or a dynamic process? This exploratory research delves into the definition and conceptualization of value in this context. It reveals that both providers and organizational customers view value as a multifaceted concept, encompassing a time dimension and associating with exchange value during the transaction and value in use afterward. The study finds that value exchange comprises a set of quality and relational criteria, while value in use relates to financial, social, operational, and strategic performance. Furthermore, perceptual differences may stem from causal ambiguity, reflecting disparities in competency levels between providers and customers, hierarchical levels, and professional services. These insights challenge traditional notions of value as a fixed attribute, highlighting the importance of understanding the dynamic interplay between quality, relationships, and performance. By recognizing these nuances, service providers can better tailor their offerings to meet the evolving needs and expectations of their business clients.
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