Transaction-Specific Investments, Relational Norms, and ERP Customer Satisfaction: A Mediation Analysis

Document Type

Article

Publication Date

8-1-2013

Abstract

Integrating the perspectives of transaction cost economics, the resource-based view, and resource dependency theory, this study analyzes the institutional settings of enterprise resource planning (ERP) implementations in China. Specifically, it examines how bilateral transaction-specific investments (TSIs) and relational governance mechanisms influence customer satisfaction with ERP implementations. The model is empirically tested using data from on-site interviews with 208 ERP customers in China. The results demonstrate that the effects of vendors' and customers' TSIs on customer satisfaction are facilitated by multiple-stage micromediational chains. The influence of TSIs on customer satisfaction is mediated by relational norms, and the impact of relational norms on customer satisfaction is bridged by perceived service quality and customer trust. Furthermore, the influence of vendors' TSIs is stronger than the influence of customers' TSIs. The findings contribute to business research and practice by providing valuable insights into how ERP vendors and customers should strategize TSIs to enhance relationship performance. © 2013 Decision Sciences Institute.

Publication Title

Decision Sciences

Volume

44

Issue

4

First Page

679

Last Page

711

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