Improving co-production behavior and citizenship behavior of client in enterprise system service: A view based on signaling theory

Zhao Cai, Qian Huang, Hefu Liu, Liang Liang, Wei Dong

Research output: Contribution to conferencePaperpeer-review

2 Citations (Scopus)

Abstract

In knowledge-intensive business service, the participation of clients is important to service providers to successfully deliver high-quality service. Our research discusses this topic in enterprise system (ES) service, where clients' co-production behavior and citizenship behavior are critical because they need to provide specific business knowledge to vendors to develop a satisfactory ES. However, because clients are unaware of vendor's competence and goodwill, the potential risk impedes them from performing such behaviors. As information asymmetry exists between vendors and clients, we adopt signaling theory to investigate how to improve clients' co-production behavior and citizenship behavior. According to this theory, we consider vendor's in-role and extra-role performance as the signal sent to clients, which influence clients' trust in vendor's competence and goodwill. This trust leads to co-production behavior and citizenship behavior as a consequence. The current study intends to conduct questionnaire survey among clients of a focal ES vendor. Expected contributions are specified at the end of this paper.

Original languageEnglish
Publication statusPublished - 2015
Externally publishedYes
Event19th Pacific Asia Conference on Information Systems, PACIS 2015 - Singapore, Singapore
Duration: 5 Jul 20159 Jul 2015

Conference

Conference19th Pacific Asia Conference on Information Systems, PACIS 2015
Country/TerritorySingapore
CitySingapore
Period5/07/159/07/15

Keywords

  • Citizenship behavior
  • Co-production behavior
  • Enterprise system service
  • Inter-organizational trust
  • Signaling theory.

ASJC Scopus subject areas

  • Information Systems

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