document: Nurturing clients ' trust to encourage engagement success during the customization of ERP systems Customization is a crucial , lengthy , and costly aspect in the successful implementation of ERP systems , and has , accordingly , become a major specialty of many vendors and consulting companies . The study examines how such companies can increase their clients ' perception of engagement success through increased client trust that is brought about through responsive and dependable customization . Survey data from ERP customization clients show that , as hypothesized , clients ' trust influenced their perception of engagement success with the company . The data also show that clients ' trust in the customization company was increased when the company behaved in accordance with client expectations by being responsive , and decreased when the company behaved in a manner that contradicted these expectations by not being dependable . Responses to an open-ended question addendum attached to the survey corroborated the importance of responsiveness and dependability . Implications for customization companies and research on trust are discussed
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