College of Business & Economics

Department of e-Business & Technology Management

Seminar Series

The Department of e-Business and Technology Management encourages scholarship through a research seminar series that features faculty presentations of recent work to faculty and students within the department and College of Business and Economics.  Past seminar titles include:

Date of Presentation 3/2/2012
Time 1:00:00 PM
Location ST 310
Presenter Dr. Xiaolin Li
Seminar Title The Roles of Vendor, Customer and Relational Norms in ERP Customer Satisfaction and Positive Word-of-Mouth
Abstract Building upon resource-dependence theory, we formulate a research model mapping the paths from vendor and customer transaction-specific investments and other important vendor, customer variables to customer satisfaction and positive Word-of-Mouth. The model is empirically tested using the data from on-site interviews with 208 ERP customers in China. The results demonstrate that the impact of vendorís and customerís transaction-specific investments on customer satisfaction is facilitated via a two-stage mediation: at stage one, the influence of TSIs on customer satisfaction is mediated by relational norms; at stage 2, the impact of relational norms on customer satisfaction is bridged by perceived service quality and customer trust. The findings contribute to business research and practice by providing valuable insights and empirical evidence pertaining to how ERP vendors and customers should strategize transaction-specific investments in order to achieve customer satisfaction and positive WOM.


College of Business & Economics

Phone: 410-704-3496
Fax: 410-704-2300

Office Location

Stephens Hall, Room 218
Hours: Monday - Friday
8 a.m. - 5 p.m.

Mailing Address

College of Business & Economics
Towson University
8000 York Road
Towson, MD 21252-0001