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This study applies a triadic perspective to business triads of an industrial buyer, its service supplier and intermediary partners. The focus is on the structural, relational and cognitive features of interpersonal interaction. The study also takes into account strategic level interactions and interactions related to daily operations, thus providing insight into long and short-term interactive processes. Dedicated contacts and the social bonds between them provide important channels for both tacit and explicit information within and between the organisations, specifically at the operational level. The study contributes to service purchasing and supply literature by analysing complicated supply networks at the micro level, and by providing concepts and models for the study of interactions in triadic contexts. Managerial implications relate to the importance of creating trusting relationships within and between the organisations. The longitudinal approach adds to our understanding of ongoing service purchasing processes and the dynamism of business relationships.

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By applying the iMP Group's actors, resources and activities framework, and the punctuated equilibrium model of change, this paper outlines the development of triadic business relationships. The key findings indicate the triads' structure reinforcing long-term development, despite short-term degenerative development in the dyads. Managerial implications concern relationship management in ongoing service supply and sourcing processes.