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Promoting successful ERP post-implementation: a case study

Mohamad Abu Ghazaleh (Abu Dhabi University, Abu Dhabi, United Arab Emirates)
Salam Abdallah (Abu Dhabi University, Abu Dhabi, United Arab Emirates)
Abdelrahim Zabadi (Abu Dhabi University, Abu Dhabi, United Arab Emirates)

Journal of Systems and Information Technology

ISSN: 1328-7265

Article publication date: 3 October 2019

Issue publication date: 21 October 2019




Despite the importance of post-implementation activities to support the success of an enterprise resource planning (ERP) system, there has been a lack of research into the factors that influences post-implementation success. Accordingly, this paper aims to present a case study on a public service organization operating in an emerging market economy, namely, the United Arab Emirates in the ERP post-implementation phase to understand the internal forces within the organization that influences ERP system success.


A qualitative method using focus group discussions (FGDs) was conducted based upon IT data from the firm and interviews with IT staff, business users and executive management to identify system users’ perceptions in post ERP.


The authors posit that the internal organizational forces of ongoing support, system user interactions and stakeholder views significantly affect post-implementation capabilities and user satisfaction.

Research limitations/implications

IT professionals and stakeholders believe that identification of the factors determining post-implementation ERP capabilities and user satisfaction should not be limited to specific practices.

Practical implications

This study provides insights that can assist CIOs and ERP professionals in the service industry to examine the extent of obstructions to post-implementation capabilities that will impact system user satisfaction.


Use of FGDs to explore the impact of ERP capabilities upon system user satisfaction in the service sector. The study is one of the first that utilizes Technological frames of reference (TFR) theory in studying ERP post-implementation.



Abu Ghazaleh, M., Abdallah, S. and Zabadi, A. (2019), "Promoting successful ERP post-implementation: a case study", Journal of Systems and Information Technology, Vol. 21 No. 3, pp. 325-346.



Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited

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