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

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  • Gefen, David

Abstract

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.

Suggested Citation

  • Gefen, David, 2002. "Nurturing clients' trust to encourage engagement success during the customization of ERP systems," Omega, Elsevier, vol. 30(4), pages 287-299, August.
    • Handle: RePEc:eee:jomega:v:30:y:2002:i:4:p:287-299
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    References listed on IDEAS

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    4. Gefen, David & Reychav, Iris, 2014. "Why trustworthiness in an IT vendor is important even after the vendor left: IT is accepting the message and not just the messenger that is important," Omega, Elsevier, vol. 44(C), pages 111-125.
    5. Nicolaou, A. & Bhattacharya, S., 2008. "Sustainability of ERPS performance outcomes: The role of post-implementation review quality," International Journal of Accounting Information Systems, Elsevier, vol. 9(1), pages 43-60.
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