Life after ERP implementation: Long‐term development of user perceptions of system success in an after‐sales environment

摘要: Purpose – Case studies examining long‐term ERP system success/failure are scarce. However, there is a clear need for critical knowledge in this field. This paper aims to address issue through providing evidence from case study completed an after‐sales division of multinational corporation.Design/methodology/approach Data were collected users two phases: during the so‐called shakedown phase and years after implementation. gathering was done by means questionnaire based on DeLone McLean model.Findings Overall, user evaluations more negative phase. problems still identified For example, quality support considered have worsened time. Evaluations also differed depending user's respective business process type. instance, data integration generally as positive issue, but at same time others it downs...