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| Tekijä: | Gefen, D. |
| Otsikko: | Nurturing clients' trust to encourage engagement success during the customization of ERP systems |
| Lehti: | Omega
2002 : AUG, VOL. 30:4, p. 287-300 |
| Asiasana: | IMPLEMENTATION TRUST CLIENTS SUCCESS |
| Kieli: | eng |
| Tiivistelmä: | 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. |
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