College of Business & Economics
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 vendor’s and customer’s 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. |
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