Understanding crowdsourcing continuance—an integrated model between relationship development and the service dominant logic

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Chou, Shih-Wei; Min, Hui-Tzu; Chang, S. C.; Hsu, C. S.
ERP; crowdsourcing; service; benefits; costs; collaboration
article description
Due to the lack of understanding on the formation of enterprise resource planning (ERP) crowdsourcing continuance, this study develops a comprehensive model that integrates dedication- constraint model of social exchange and the service dominant logic. We argue that ERP crowdsourcing continuance depends on the level of client-provider collaboration, which in turn is motivated by ERP client firms’ perceived benefits (dedication) for collaboration and avoiding costs (constraint) for failure in collaboration. Specifically, we conceptualize dedication as dedication- based collaboration (reciprocal favors) and three antecedents, including operational and strategic benefits, and customer service capability. Constraint mechanisms are characterized as constraint- based collaboration (mutual understanding, relationship harmony) which is affected by three determinants—customer service capability, and business-process and domain-knowledge specificity.