Promoting successful ERP post-implementation: a case study Mohamad Abu Ghazaleh, Salam Abdallah and Abdelrahim Zabadi Abu Dhabi University, Abu Dhabi, United Arab Emirates Abstract Purpose – 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. Design/methodology/approach – 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. Findings – 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. Originality/value – 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. Keywords User satisfaction, ERP effectiveness, Technological frames of reference theory, Enterprise resource planning (ERP), Post-implementation Paper type Research paper 1. Introduction Enterprise resource planning (ERP) systems are complex information systems that integrates information from all business areas within a firm, and many modern organizations are making significant investments in ERP systems (Althonayan and Althonayan, 2017). ERP project life cycle progress through four phases: conceptualization, planning, execution and termination (Rosacker and Olson, 2008). While The Post-ERP is a stage after the ERP system is implemented, and is concerned with the system usage, maintenance and continuous support and improvement (Hsu et al., 2015). An ERP is an extended software system that integrates a number of business operations, such as supply chain, finance, sales, human resources, budgeting, customer service activities and manufacturing (Weinrich and Ahmad, 2009; Shatat, 2015; Saatcioglu, 2007). Optimal use of an ERP system is considered to represent one of the most important ways to enhancing a firm’s competitive edge, productivity and performance (Barki et al., 2008). ERP provides decision makers an extensive range of information that assists them in the decision-making process, yielding competitive advantage. Because it integrates all aspects Promoting successful ERP 325 Received 27 May 2018 Revised 26 November 2018 9 June 2019 Accepted 22 August 2019 Journal of Systems and Information Technology Vol. 21 No. 3, 2019 pp. 325-346 © Emerald Publishing Limited 1328-7265 DOI 10.1108/JSIT-05-2018-0073 The current issue and full text archive of this journal is available on Emerald Insight at: www.emeraldinsight.com/1328-7265.htm