National Central University
An essential problem in adopting an ERP system is to resolve misfits at each stage of the ERP experience cycle. In this paper, a multidimensional definition of ERP misfit is proposed to analyze misfit incidents and to examine how they were remedied at a Taiwanese manufacturer (CrystalCom). The authors conceptualize ERP misfit as temporary conflicts in functionality, legitimacy and cognition at four stages of the ERP experience cycle. Based on this fine-grained conceptualization, they discovered that a service-dominant logic was present at CrystalCom, driving IT personnel's choice of resolution strategies.