Enterprise resource planning: introduction
Communications of the ACM
Enterprise resource planning: the role of the CIO and it function in ERP
Communications of the ACM
Enterprise resource planning: cultural fits and misfits: is ERP a universal solution?
Communications of the ACM
Enhancing functionality in an enterprise software package
Information and Management
Executives' perceptions of the business value of information technology: a process-oriented approach
Journal of Management Information Systems - Special issue: Impacts of information technology investment on organizational performance
Journal of Management Information Systems - Special issue: Impacts of information technology investment on organizational performance
European Journal of Information Systems - Special issue: From technical to socio-technical change: Tackling the human and organizational aspects of systems development projects
Journal of Management Information Systems
Measuring the Performance of Information Systems: A Functional Scorecard
Journal of Management Information Systems
International Journal of Electronic Commerce
Enterprise resource planning systems implementation success
International Journal of Information Systems and Change Management
What makes the competitive contribution of ERP strategic
ACM SIGMIS Database
CRM System Implementation in a Multinational Enterprise
OTM '09 Proceedings of the Confederated International Workshops and Posters on On the Move to Meaningful Internet Systems: ADI, CAMS, EI2N, ISDE, IWSSA, MONET, OnToContent, ODIS, ORM, OTM Academy, SWWS, SEMELS, Beyond SAWSDL, and COMBEK 2009
Computers in Human Behavior
Software development team flexibility antecedents
Journal of Systems and Software
Information Technology and Management
Journal of Management Information Systems
An integrative framework for customer relationship management: towards a systems view
International Journal of Business Information Systems
System Design Features and Repeated Use of Electronic Data Exchanges
Journal of Management Information Systems
Beyond critical success factors: A dynamic model of enterprise system innovation
International Journal of Information Management: The Journal for Information Professionals
Computers in Human Behavior
International Journal of Strategic Information Technology and Applications
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Customer Relationship Management (CRM) systems require extensive configuration during which users come into extensive contact with the technical implementation team. Previous research examining other Enterprise Resource Planning (ERP) modules has shown that user perception of the responsiveness of such teams, as an indicator of a possible social exchange, is significantly associated with an increased favorable assessment of the new system and ultimately its adoption, the reason being that perceived responsiveness creates a constructive social exchange. However, previous research, using survey data alone, did not examine causation. The objective of this study is to examine, using a quasi-experimental design, whether different degrees of actual responsiveness in different sites during CRM implementation result in significant differences in the users'favorable assessment of the correctness and ultimately their approval of a new CRM. The data support these hypotheses, but show that the downstream effects of actual responsiveness are mediated by perceived responsiveness. Implications concerning the social exchange relationship during CRM adoption are discussed.