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An investigation into the use of ERP systems in the service sector

Author

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  • Valerie Botta-Genoulaz

    (LIESP - Laboratoire d'Informatique pour l'Entreprise et les Systèmes de Production - UL2 - Université Lumière - Lyon 2 - ECL - École Centrale de Lyon - Université de Lyon - UCBL - Université Claude Bernard Lyon 1 - Université de Lyon - INSA Lyon - Institut National des Sciences Appliquées de Lyon - Université de Lyon - INSA - Institut National des Sciences Appliquées)

  • Pierre-Alain Millet

    (LIESP - Laboratoire d'Informatique pour l'Entreprise et les Systèmes de Production - UL2 - Université Lumière - Lyon 2 - ECL - École Centrale de Lyon - Université de Lyon - UCBL - Université Claude Bernard Lyon 1 - Université de Lyon - INSA Lyon - Institut National des Sciences Appliquées de Lyon - Université de Lyon - INSA - Institut National des Sciences Appliquées)

Abstract

Recently, service organizations have invested considerable resources in the implementation of Enterprise Resource Planning (ERP) systems, even using solutions initially targeted for manufacturing companies. The aim of this paper is to get an insight into how services approach ERP implementation. A review of ERP projects, especiallyin services, completed bysix case studies has been undertaken. We identify and discuss some characteristics of services, which are discriminatoryregarding manufacturing. Main characteristics identified deal with complete or partial integration, product or customer orientation, importance of labour, human factor. In conclusion, trends to standardization and integration seen in the industrial sector are also growing in services, but in different ways.

Suggested Citation

  • Valerie Botta-Genoulaz & Pierre-Alain Millet, 2006. "An investigation into the use of ERP systems in the service sector," Post-Print hal-00266991, HAL.
    • Handle: RePEc:hal:journl:hal-00266991
    DOI: 10.1016/j.ijpe.2004.12.015
    Note: View the original document on HAL open archive server: https://hal.science/hal-00266991v1
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    References listed on IDEAS

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    1. Mabert, Vincent A. & Soni, Ashok & Venkataramanan, M. A., 2001. "Enterprise resource planning: common myths versus evolving reality," Business Horizons, Elsevier, vol. 44(3), pages 69-76.
    2. Helmut Klaus & Michael Rosemann & Guy G. Gable, 2000. "What is ERP?," Information Systems Frontiers, Springer, vol. 2(2), pages 141-162, August.
    3. Bitran, Gabriel & Pedrosa, Luis, 1998. "A structured product development perspective for service operations," European Management Journal, Elsevier, vol. 16(2), pages 169-189, April.
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    Cited by:

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    2. Alemayehu, Fikru K. & Kumbhakar, Subal C. & Landazuri Tveteraas, Sigbjørn, 2022. "Estimation of staff use efficiency: Evidence from the hospitality industry," Technological Forecasting and Social Change, Elsevier, vol. 178(C).
    3. Jones, Derek C. & Kalmi, Panu & Kauhanen, Antti, 2011. "Firm and employee effects of an enterprise information system: Micro-econometric evidence," International Journal of Production Economics, Elsevier, vol. 130(2), pages 159-168, April.
    4. Koh, S.C.L. & Gunasekaran, A. & Cooper, J.R., 2009. "The demand for training and consultancy investment in SME-specific ERP systems implementation and operation," International Journal of Production Economics, Elsevier, vol. 122(1), pages 241-254, November.
    5. Asimina Kouriati & Christina Moulogianni & Georgios Kountios & Thomas Bournaris & Eleni Dimitriadou & George Papadavid, 2022. "Evaluation of Critical Success Factors for Enterprise Resource Planning Implementation Using Quantitative Methods in Agricultural Processing Companies," Sustainability, MDPI, vol. 14(11), pages 1-13, May.
    6. Mackelprang, Alan W. & Jayaram, Jayanth & Xu, Kefeng, 2012. "The influence of types of training on service system performance in mass service and service shop operations," International Journal of Production Economics, Elsevier, vol. 138(1), pages 183-194.
    7. Kanellou, Alexandra & Spathis, Charalambos, 2013. "Accounting benefits and satisfaction in an ERP environment," International Journal of Accounting Information Systems, Elsevier, vol. 14(3), pages 209-234.
    8. Dalal Bamufleh & Maram Abdulrahman Almalki & Randa Almohammadi & Esraa Alharbi, 2021. "User Acceptance of Enterprise Resource Planning (ERP) Systems in Higher Education Institutions: A Conceptual Model," International Journal of Enterprise Information Systems (IJEIS), IGI Global, vol. 17(4), pages 138-157, October.
    9. Dobrzykowski, David & Saboori Deilami, Vafa & Hong, Paul & Kim, Seung-Chul, 2014. "A structured analysis of operations and supply chain management research in healthcare (1982–2011)," International Journal of Production Economics, Elsevier, vol. 147(PB), pages 514-530.
    10. Chang, Man-Kit & Cheung, Waiman & Cheng, Chun-Hung & Yeung, Jeff H.Y., 2008. "Understanding ERP system adoption from the user's perspective," International Journal of Production Economics, Elsevier, vol. 113(2), pages 928-942, June.
    11. Dalal Bamufleh & Maram Abdulrahman Almalki & Randa Almohammadi & Esraa Alharbi, 2021. "User Acceptance of Enterprise Resource Planning (ERP) Systems in Higher Education Institutions: A Conceptual Model," International Journal of Enterprise Information Systems (IJEIS), IGI Global, vol. 17(1), pages 144-163, January.
    12. Muhammad Fiaz & Amir Ikram & Asad Ilyas, 2018. "Enterprise Resource Planning Systems: Digitization of Healthcare Service Quality," Administrative Sciences, MDPI, vol. 8(3), pages 1-12, July.

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