Vendor response to client opportunism in IT service relationships: Exploring the moderating effect of client involvement

Abstract

Research literature, both conceptual and empirical, has enunciated benefits of client involvement for better client vendor relationships. However, relevant research in the realm of problematic relationships is scarce. To address the gap, this research examines the role of client involvement for vendor response strategies when client displays opportunism and vendor experiences negative affect. The paper uses data from 280 project managers belonging to the IT services industry. Structural equation analysis reveals that client involvement in the form of senior management involvement has varied effect on response strategies. It weakens the influence of vendor negative affect on passive acceptance and disengagement. However, it does not impact the influence of vendor negative affect on constructive discussion and venting. Findings suggest that when client involvement is high, vendor negative emotions in response to client opportunism would lead to behavior that sustains, but does not secure the quality of the relationship. Theoretical and practical implications and future research directions are discussed. © 2018 Elsevier Inc.