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Nurturing clients’ trust to encourage engagement success during the customization of ERP systems
Journal article   Peer reviewed

Nurturing clients’ trust to encourage engagement success during the customization of ERP systems

David Gefen
Omega (Oxford), v 30(4), pp 287-299
2002
DOI: https://doi.org/10.1016/S0305-0483(02)00032-4
Featured in Collection :   UN Sustainable Development Goals @ Drexel

Abstract

Ability Benevolence Dependability Integrity MRP II implementation Perceived responsiveness Trust
Customization is a crucial, lengthy, and costly aspect in the successful implementation of ERP systems, and has, accordingly, become a major specialty of many vendors and consulting companies. This study examines how such companies can increase their clients’ perception of engagement success through increased client trust that is brought about through responsive and dependable customization. Survey data from ERP customization clients show that, as hypothesized, clients’ trust influenced their perception of engagement success with the company. The data also show that clients’ trust in the customization company was increased when the company behaved in accordance with client expectations by being responsive, and decreased when the company behaved in a manner that contradicted these expectations by not being dependable. Responses to an open-ended question addendum attached to the survey corroborated the importance of responsiveness and dependability. Implications for customization companies and research on trust are discussed.

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4 Record Views
90 citations in Web of Science
127 citations in Scopus

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UN Sustainable Development Goals (SDGs)

This publication has contributed to the advancement of the following goals:

#9 Industry, Innovation and Infrastructure

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Web of Science research areas
Management
Operations Research & Management Science
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