Enterprise-level packaged software adaptation
Subtitle: an empirical study of firm-initiated and vendor-initiated strategies
By: Mark J. Cotteleer, Frances X. Frei
Contributors: Frei, Frances X.; Harvard Business School. Division of Research
Series: Working paper / Division of Research, Harvard Business School -- 02-049; Working paper (Harvard Business School. Division of Research) -- 02-049
Publisher: Division of Research, Harvard Business School
Published: 2003
Place of publication: Boston]
Language: eng
Number of pages: 28
Description: This paper empirically investigates the relationship between two IT adaptation strategies: firm-initiated and vendor-initiated adaptation, and managerially reported levels of satisfaction with information technology performance. It does so in the context of 60 implementations of Customer Relationship Management information technology. Firm-initiated adaptations originate with the implementing firm during the implementation process. Two types of firm-initiated IT adaptation are investigated: database modification, and software functionality modification. Vendor-initiated adaptations originate with the producer of the software package: the software vendor. These adaptations frequently take the form of versions of the software package that are designed to address the specific needs of particular industries. This paper also investigates whether firms' use of vendor-adapted software versions is related to lower levels of firm-initiated adaptation.
Notes: Includes bibliographical references.