{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,2,21]],"date-time":"2025-02-21T14:21:09Z","timestamp":1740147669321,"version":"3.37.3"},"reference-count":54,"publisher":"American Accounting Association","issue":"2","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2024,7,1]]},"abstract":"ABSTRACT<\/jats:title>\n Prior ERP research has focused primarily on adoption and implementation; however, in an ERP implementation, maintenance and support (M&S) also has a significant impact on the long-term viability and financial expenditures of organizations. Many organizations turn to application management service (AMS) providers to manage ERP M&S. We surveyed professionals knowledgeable in their companies\u2019 use of AMS for ERP. We find associations between variables consistent with a business case of \u201ckeep the lights on\u201d versus \u201cvalue-driven\u201d partnership and benefits achieved from the arrangement. We also examine activities that should lead to more M&S success: customization, quality documentation, and process standardization. We find associations between some of these variables and (1) more focus on M&S during implementation, (2) challenges transitioning to AMS, and (3) quality of AMS support. Our results are a first step toward research in AMS for ERP M&S and add to the AIS literature on the ERP post-implementation stage.<\/jats:p>\n Data Availability: Data available upon request.<\/jats:p>","DOI":"10.2308\/isys-2022-064","type":"journal-article","created":{"date-parts":[[2024,3,12]],"date-time":"2024-03-12T18:36:31Z","timestamp":1710268591000},"page":"1-27","source":"Crossref","is-referenced-by-count":0,"title":["Implementing ERP with Maintenance and Support in Mind: Exploring the Efficacy of Application Management Services for the Post-Implementation Phase"],"prefix":"10.2308","volume":"38","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-7760-1774","authenticated-orcid":false,"given":"Marianne","family":"Bradford","sequence":"first","affiliation":[{"name":"North Carolina State University"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Robert A.","family":"Bucy","sequence":"additional","affiliation":[{"name":"North Carolina State University"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Murat","family":"Adivar","sequence":"additional","affiliation":[{"name":"Fayetteville State University"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"1112","published-online":{"date-parts":[[2024,6,14]]},"reference":[{"key":"2024070218513967400_B1","unstructured":"Allied Market Research. 2021. Application management services market statistics: 2030. https:\/\/www.alliedmarketresearch.com\/application-management-services-market"},{"issue":"3","key":"2024070218513967400_B2","doi-asserted-by":"crossref","first-page":"105","DOI":"10.1145\/1118178.1118184","article-title":"ERP II: Best practices for successfully implementing an ERP upgrade","volume":"49","author":"Beatty,","year":"2006","journal-title":"Communications of the ACM"},{"volume-title":"Modern ERP: Select, Implement, and Use Today\u2019s Advanced Business Systems","year":"2020","author":"Bradford,","key":"2024070218513967400_B3"},{"issue":"358","key":"2024070218513967400_B4","first-page":"309","article-title":"Sampling behavior of tests for correlation in two-way contingency tables","volume":"72","author":"Brown,","year":"1977","journal-title":"Journal of the American Statistical Association"},{"key":"2024070218513967400_B5","first-page":"167","article-title":"Creating ERP documentation for end users","volume":"47","author":"Canobbio,","year":"2000","journal-title":"Annual Conference-Society for Technical Communication"},{"issue":"4","key":"2024070218513967400_B6","doi-asserted-by":"crossref","first-page":"417","DOI":"10.2307\/3001616","article-title":"Some methods for strengthening the common \u03c72 tests","volume":"10","author":"Cochran,","year":"1954","journal-title":"Biometrics"},{"issue":"1","key":"2024070218513967400_B7","doi-asserted-by":"crossref","first-page":"37","DOI":"10.1177\/001316446002000104","article-title":"A coefficient of agreement for nominal scales","volume":"20","author":"Cohen,","year":"1960","journal-title":"Educational and Psychological Measurement"},{"key":"2024070218513967400_B9","unstructured":"Deloitte. 2010a. Transitions that work. Design for the future. https:\/\/www2.deloitte.com\/tr\/en\/pages\/technology\/solutions\/application-management-services.html"},{"key":"2024070218513967400_B8","unstructured":"Deloitte. 2010b. Value-driven AMS. The difference is in the results. https:\/\/www2.deloitte.com\/content\/dam\/Deloitte\/global\/Documents\/Technology\/dttl-technology-valuedrivenams.pdf"},{"key":"2024070218513967400_B10","unstructured":"Deloitte. 2018. Application management services (AMS) for SAP. https:\/\/www2.deloitte.com\/content\/dam\/Deloitte\/lu\/Documents\/technology\/lu-application-management-services-sap.pdf"},{"key":"2024070218513967400_B11","first-page":"368","volume-title":"Handbook of Research on Complex Dynamic Process Management: Techniques for Adaptability in Turbulent Environments","author":"Fernandez,","year":"2009"},{"issue":"4","key":"2024070218513967400_B13","doi-asserted-by":"crossref","first-page":"391","DOI":"10.1080\/17517575.2010.519785","article-title":"Estimating the impact of enterprise resource planning project management decisions on post-implementation maintenance costs: A case study using simulation modelling","volume":"4","author":"Fryling,","year":"2010","journal-title":"Enterprise Information Systems"},{"issue":"3","key":"2024070218513967400_B14","doi-asserted-by":"crossref","first-page":"310","DOI":"10.1016\/j.im.2014.02.002","article-title":"Post-implementation practices of ERP systems and their relationship to financial performance","volume":"51","author":"Galy,","year":"2014","journal-title":"Information & Management"},{"volume-title":"Facts and Fallacies of Software Engineering","year":"2003","author":"Glass,","key":"2024070218513967400_B15"},{"key":"2024070218513967400_B16","doi-asserted-by":"crossref","DOI":"10.1007\/978-1-4612-9995-0","volume-title":"Measures of Association for Cross Classification","author":"Goodman,","year":"1979"},{"issue":"3","key":"2024070218513967400_B17","doi-asserted-by":"crossref","first-page":"320","DOI":"10.1016\/j.im.2013.12.002","article-title":"The impact of IT outsourcing on information systems success","volume":"51","author":"Gorla,","year":"2014","journal-title":"Information & Management"},{"issue":"1","key":"2024070218513967400_B18","doi-asserted-by":"crossref","first-page":"37","DOI":"10.2308\/jis.2011.25.1.37","article-title":"A review of ERP research: A future agenda for accounting information systems","volume":"25","author":"Grabski,","year":"2011","journal-title":"Journal of Information Systems"},{"key":"2024070218513967400_B19","doi-asserted-by":"crossref","unstructured":"Grand View Research. 2017. Application management services market worth $87.60 billion by 2025. https:\/\/www.grandviewresearch.com\/press-release\/global-application-management-services-market","DOI":"10.1016\/S1350-4789(18)30043-6"},{"issue":"10","key":"2024070218513967400_B20","doi-asserted-by":"crossref","first-page":"1065","DOI":"10.1080\/0144929X.2013.799229","article-title":"Factors affecting the performance of enterprise resource planning (ERP) systems in the post-implementation stage","volume":"33","author":"Ha,","year":"2014","journal-title":"Behaviour & Information Technology"},{"issue":"9","key":"2024070218513967400_B21","doi-asserted-by":"crossref","first-page":"1217","DOI":"10.1080\/17517575.2019.1612099","article-title":"Factors affecting post-implementation success of enterprise resource planning systems: A perspective of business process performance","volume":"13","author":"Hasan,","year":"2019","journal-title":"Enterprise Information Systems"},{"key":"2024070218513967400_B22","doi-asserted-by":"crossref","unstructured":"Ifinedo,\n P.\n , and N.Nahar. 2006. Prioritization of enterprise resource planning (ERP) systems success measures: Viewpoints of two organizational stakeholder groups. Proceedings of the 2006 ACM Symposium on Applied Computing, Dijon, France, April 23\u201327.","DOI":"10.1145\/1141277.1141636"},{"key":"2024070218513967400_B23","unstructured":"Kallonen,\n V.\n \n \n 2016. Perceived value and customer satisfaction of IT services in ERP maintenance and support service. https:\/\/helda.helsinki.fi\/bitstream\/handle\/10138\/172467\/Ville%20Kallonen%20Gradu%2001112016.pdf?sequence=2&isAllowed=y"},{"volume-title":"The Advanced Theory of Statistics","year":"1979","author":"Kendall,","key":"2024070218513967400_B24"},{"issue":"1","key":"2024070218513967400_B25","doi-asserted-by":"crossref","first-page":"81","DOI":"10.1080\/17517575.2014.917705","article-title":"Linking customisation of ERP systems to support effort: An empirical study","volume":"10","author":"Koch,","year":"2016","journal-title":"Enterprise Information Systems"},{"issue":"3","key":"2024070218513967400_B26","doi-asserted-by":"crossref","first-page":"130","DOI":"10.1016\/j.jsis.2009.06.002","article-title":"A review of the IT outsourcing literature: Insights for practice","volume":"18","author":"Lacity,","year":"2009","journal-title":"The Journal of Strategic Information Systems"},{"issue":"3","key":"2024070218513967400_B27","doi-asserted-by":"crossref","first-page":"297","DOI":"10.1016\/j.compind.2009.10.004","article-title":"Managing the full ERP life cycle: Considerations of maintenance and support","volume":"61","author":"Law,","year":"2010","journal-title":"Computers in Industry"},{"issue":"11","key":"2024070218513967400_B28","doi-asserted-by":"crossref","first-page":"763","DOI":"10.1145\/358790.358796","article-title":"Problems in application software maintenance","volume":"24","author":"Lientz,","year":"1981","journal-title":"Communications of the ACM"},{"issue":"6","key":"2024070218513967400_B29","doi-asserted-by":"crossref","first-page":"415","DOI":"10.1002\/smr.240","article-title":"The maintenance implications of the customization of ERP software","volume":"13","author":"Light,","year":"2001","journal-title":"Journal of Software Maintenance and Evolution: Research and Practice"},{"key":"2024070218513967400_B30","doi-asserted-by":"crossref","unstructured":"Lima,\n K.\n , P.Pinheiro, and M.Filho. 2019. Handing a hybrid multicriteria model for choosing specialists to analyze application management service tickets. In Research & Innovation Forum, edited by A. Visvizi and M. Lytras, 369\u2013375. Cham, Switzerland: Springer.","DOI":"10.1007\/978-3-030-30809-4_33"},{"issue":"3","key":"2024070218513967400_B31","doi-asserted-by":"crossref","first-page":"545","DOI":"10.1016\/j.csi.2013.11.002","article-title":"Modeling maintenance projects risk effects on ERP performance","volume":"36","author":"L\u00f3pez,","year":"2014","journal-title":"Computer Standards & Interfaces"},{"issue":"4","key":"2024070218513967400_B32","first-page":"245","article-title":"Learning from adopters\u2019 experiences with ERP: Problems encountered and success achieved","volume":"15","author":"Markus,","year":"2000","journal-title":"Journal of Information Technology"},{"key":"2024070218513967400_B33","article-title":"Outsourcing's new reality: Choice beats cost","volume-title":"Information Week","author":"McDougall, P","year":"2012"},{"issue":"2","key":"2024070218513967400_B34","doi-asserted-by":"crossref","first-page":"143","DOI":"10.11613\/BM.2013.018","article-title":"The chi-square test of independence","volume":"23","author":"McHugh,","year":"2013","journal-title":"Biochemia Medica"},{"issue":"382","key":"2024070218513967400_B35","first-page":"427","article-title":"A network algorithm for performing Fisher\u2019s exact test in r \u00d7 c contingency tables","volume":"78","author":"Mehta,","year":"1983","journal-title":"Journal of the American Statistical Association"},{"issue":"3","key":"2024070218513967400_B36","doi-asserted-by":"crossref","first-page":"61","DOI":"10.4018\/irmj.2006070105","article-title":"Enterprise resource planning (ERP): A postimplementation cross-case analysis","volume":"19","author":"Muscatello,","year":"2006","journal-title":"Information Resources Management Journal"},{"issue":"1","key":"2024070218513967400_B37","doi-asserted-by":"crossref","first-page":"109","DOI":"10.1037\/0033-2909.95.1.109","article-title":"A comparison of current measures of the accuracy of feeling-of-knowing predictions","volume":"95","author":"Nelson,","year":"1984","journal-title":"Psychological Bulletin"},{"key":"2024070218513967400_B38","doi-asserted-by":"crossref","unstructured":"Ng,\n C. S. P.\n , G.Gable, and T.Chan. 2003. An ERP maintenance model. Proceedings of the 36th Annual Hawaii International Conference on System Sciences, HICSS, Big Island, HI, January 6\u20139.","DOI":"10.1109\/HICSS.2003.1174609"},{"key":"2024070218513967400_B39","unstructured":"PCBennett Solutions. 2021. Annual maintenance for on-premises ERP vs. cloud updates\u2014Comparing the value. https:\/\/www.pcbennett.com\/blog\/annual-maintenance-for-on-premises-erp-vs-cloud-updates-comparing-value\/"},{"key":"2024070218513967400_B40","first-page":"9","article-title":"Strategic outsourcing: Leveraging knowledge capabilities","author":"Quinn,","year":"1999","journal-title":"Sloan Management Review"},{"issue":"4","key":"2024070218513967400_B41","doi-asserted-by":"crossref","first-page":"187","DOI":"10.4103\/picr.PICR_123_17","article-title":"Common pitfalls in statistical analysis: Measures of agreement","volume":"8","author":"Ranganathan,","year":"2017","journal-title":"Perspectives in Clinical Research"},{"key":"2024070218513967400_B42","unstructured":"Resolute Technology Solutions. 2018. What are application management services (AMS)?https:\/\/www.resolutets.com\/what-are-application-management-services-ams\/"},{"key":"2024070218513967400_B43","first-page":"1008","article-title":"A new approach to defining the chief executive's information needs","author":"Rockart,","year":"1978"},{"key":"2024070218513967400_B44","doi-asserted-by":"crossref","unstructured":"Schafermeyer,\n M.\n , D.Grgecic, and C.Rosenkranz. 2010. Factors influencing business process standardization: A multiple case study. Proceedings of the 43rd Hawaii International Conference on System Sciences, Kauai, HI, January 5\u20138.","DOI":"10.1109\/HICSS.2010.207"},{"issue":"1","key":"2024070218513967400_B45","doi-asserted-by":"crossref","first-page":"3","DOI":"10.1111\/j.1748-5827.2012.01298.x","article-title":"Statistics: Dealing with categorical data","volume":"54","author":"Scott,","year":"2012","journal-title":"Journal of Small Animal Practice"},{"volume-title":"Statistical Methods","year":"1980","author":"Snedecor,","key":"2024070218513967400_B46"},{"issue":"6","key":"2024070218513967400_B47","doi-asserted-by":"crossref","first-page":"799","DOI":"10.2307\/2090408","article-title":"A new asymmetric measure of association for ordinal variables","volume":"27","author":"Somers,","year":"1962","journal-title":"American Sociological Review"},{"issue":"6","key":"2024070218513967400_B48","doi-asserted-by":"crossref","first-page":"424","DOI":"10.17705\/1jais.00299","article-title":"An explanatory framework for achieving business benefits from ERP systems","volume":"13","author":"Staehr,","year":"2012","journal-title":"Journal of Association for Information Systems"},{"key":"2024070218513967400_B49","unstructured":"Strasser,\n B.\n \n \n 2020. SAP application management: What is it and why is it important?https:\/\/nttdata-solutions.com\/es\/blog\/importance-sap-application-management\/"},{"key":"2024070218513967400_B50","doi-asserted-by":"crossref","first-page":"307","DOI":"10.1007\/978-3-642-01982-1_15","article-title":"Business process standardization","volume-title":"Handbook on Business Process Management","author":"Tregear,","year":"2010"},{"issue":"2","key":"2024070218513967400_B51","doi-asserted-by":"crossref","first-page":"131","DOI":"10.1080\/14783363.2010.529638","article-title":"Beyond ERP implementation: The moderating effect of knowledge management on business performance","volume":"22","author":"Tsai,","year":"2011","journal-title":"Total Quality Management & Business Excellence"},{"issue":"5","key":"2024070218513967400_B52","first-page":"360","article-title":"Understanding interobserver agreement: The kappa statistic","volume":"37","author":"Viera,","year":"2005","journal-title":"Family Medicine"},{"key":"2024070218513967400_B53","doi-asserted-by":"crossref","unstructured":"Visconti,\n M.\n , and C.Cook. 1993. Software system documentation process maturity model. 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