Managing client–consultant relationships to derive benefits from ERP projects
Bibliographic Data
| ID | 21595960 |
|---|---|
| Authors | Ransome Epie Bawack (0000-0002-5441-604X, Audencia Business School), Jean Robert Kala Kamdjoug (0000-0002-5734-5902, ESSCA School of Management) |
| Year | 2023 |
| Volume | 36 |
| Issue | 4 |
| Pages | 1669-1702 |
| Publication date | 2023-05-04 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Information Technology and People (JOURNAL) |
| Journal identifiers | ISSN: 0959-3845 • E-ISSN: 1758-5813 |
| Publisher | Emerald (PUBLISHER) |
| DOI | 10.1108/itp-07-2021-0573 |
| OpenAlex | W4286485316 |
| Language | EN |
| Citations received | 2 |
| References cited | 114 |
Purpose Enterprise resource planning (ERP) consultants have the expertise required to understand the specific contextual needs of an ERP client, implement tailored business processes that meet those needs, and ensure that no potential benefit offered by the ERP remains unexplored by the client. However, conflicts between ERP clients and consultants are a significant source of non-benefit realisation, making managing client–consultant agency crucial to ERP post-implementation benefits realisation. This paper aims to elucidate how managing client–consultant agency affects the benefits derived from ERP systems. Design/methodology/approach This paper uses microfinance institutions in 15 sub-Saharan African countries to explore different paths through which managing client–consultant agency leads to benefit realisation in ERP projects. It uses partial least squares structural equation modelling to analyse data from 127 managers and explains the results using insights from agency theory and the information system (IS) success model. Findings This paper reveals three routes through which contractual agreements and conflict resolution strategies lead to benefits realisation in ERP projects. Originality/value This is the first study that attempts to provide quantitative evidence of how managing the complex relationship between ERP project stakeholders affects ERP project success. It also contributes a novel theoretical model for ERP benefits realisation to complement existing research on ERP agency issues, critical success factors, and benefits realisation
Business · Critical success factor · Enterprise resource planning · Knowledge management · Process management · Realisation · Computer Science · Corporate Finance and Governance · ERP Systems Implementation and Impact · Technology Adoption and User Behaviour
| Unique citing works | 2 |
|---|---|
| Citations per year | 2 |
| Citation span | 2025 - 2025 (1) |
| Citation velocity | recent |
| Highly cited | No |
| Citation types | Neutral: 2 |