学术前沿讲座-Transaction-Specific Investments, Relational Norms and ERP Customer Satisfaction: A Mediation Analysis
发布时间: 2017-12-21

东南大学经济管理学院专题讨论(Seminar登记表

报告题目

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

报告人(单位)

赖福军(苏州大学)

点评人(单位)

何勇(东南大学)

点评人(单位)

薛巍立(东南大学)

时间地点

时间:2017年  1222 日(周 五)  14:00 点

地点:九龙湖经管楼B-201

报告内容摘要

报告内容:

Integrating the perspectives of transaction cost economics (TCE), the resource-based view (RBV), and resource dependency theory (RDT), 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 transaction-specific investments to enhance relationship performance.

  

  

报告人简介:

Fujun Lai is McCarty Distinguished Professor of Decision Science in College of Business at the University of Southern Mississippi (USM). Dr. Lai obtained his Ph.D from Dept. of Management Science at City University of Hong Kong. His research interests include Supply Chain Relationship Management and Enterprise Systems. His work has been published on such journals as Journal of Management Information Systems, Decision Sciences, Journal of Operations Management, Journal of Business Research, Decision Support Systems, Communications of the ACM, and IEEE Transactions on Engineering Management.