Profitability, Customer, Operations, And Logistics Management in MSMEs During The COVID-19 Pandemic

Luis Ricardo  Solís-Rivera; Juan Carlos Leiva; Ronald Mora-Esquivel

doi:10.4067/S0718-27242024000200067

Authors

Luis Ricardo Solís-Rivera Agricultural Economics and Agribusiness Department, University of Costa Rica
Juan Carlos Leiva Costa Rica Institute of Technology, Business School, Campus Cartago, Costa Rica
Ronald Mora-Esquivel Costa Rica Institute of Technology. Business School. Campus Cartago, Costa Rica

DOI:

https://doi.org/10.4067/S0718-27242024000200067

Keywords:

MSMEs, profitability, customer relationship management, operations and logistics management, COVID-19

Abstract

This study analyzes the effects of customer management and operations/logistics management with suppliers on the profitability of micro, small, and medium enterprises (MSMEs) during the COVID-19 health crisis in Costa Rica. The researchers collected data between February and May 2021 and used a multinomial regression model to test their theoretical model. The results indicate that higher perceived problems in customer-firm relationships and operations/logistics management significantly impact the profitability of MSMEs. Notably, small and medium enterprises are more affected in terms of profitability than microenterprises when facing more significant issues in customer management. The study underscores the importance of enhancing operational capacity during crises and highlights the need for managers to acquire new competencies to face future adverse scenarios.

Downloads

Download data is not yet available.

References

Abay, K. A., Tafere, K., & Woldemichael, A. (2020). Winners and Losers from COVID-19: Global Evidence from Google Search. In Policy Research Working Paper (No. 9268; Policy Research Working Paper, Issue June). https://doi.org/10.1596/1813-9450-9268

Arabshahi, H., & Fazlollahtabar, H. (2020). Supply chain innovation performance evaluation based on the cross-efficiency concept: Case study of Supply Chain Innovation Award’s winners, runner-ups and finalists. International Journal of Logistics Systems and Management, 36(3), 343–369. https://doi.org/10.1504/IJLSM.2020.108692

Arend, R. J. (2006). SME-supplier alliance activity in manufacturing: Contingent benefits and perceptions. Strategic Management Journal, 27(8), 741–763. https://doi.org/10.1002/smj.538

Arend, R. J., & Wisner, J. D. (2005). Small business and supply chain management: Is there a fit? In Journal of Business Venturing, 20, (3), 403-436. https://doi.org/10.1016/j.jbusvent.2003.11.003

Audretsch, D. B., & Belitski, M. (2021). Knowledge complexity and firm performance: evidence from the European SMEs. Journal of Knowledge Management, 25(4), 693–713. https://doi.org/10.1108/JKM-03-2020-0178

Banbury, J. G. (1975). Distribution: the final link in the electricity-supply Chain. Electronics and Power, 21(13), 773–775. https://doi.org/10.1049/ep.1975.0796

Barusman, A. R. P., & Habiburrahman, H. (2022). The role of supply chain management and competitive advantage on the performance of Indonesian SMEs. Uncertain Supply Chain Management, 10(2), 409–416. https://doi.org/10.5267/j.uscm.2021.12.011

Battor, M., & Battor, M. (2010). The impact of customer relationship management capability on innovation and performance advantages: Testing a mediated model. Journal of Marketing Management, 26(9–10), 842–857. https://doi.org/10.1080/02672570903498843

Beamon, B. M. (1999). Measuring supply chain performance. International Journal of Operations and Production Management, 19(3), 275–292. https://doi.org/10.1108/01443579910249714

Betton, M. E., Branston, J. R., & Tomlinson, P. R. (2021). Owner–manager perceptions of regulation and micro-firm performance: An exploratory view. Competition and Change, 25(1), 73–96. https://doi.org/10.1177/1024529420926082

Bharati, P., & Chaudhury, A. (2009). SMEs and Competitiveness: The Role of Information Systems (Paper 15; Management Science and Information Systems Faculty Publication Series). https://scholarworks.umb.edu/cgi/viewcontent.cgi?article=1014&context=msis_faculty_pubs

Bird, M., & Zellweger, T. (2018). Relational embeddedness and firm growth: Comparing spousal and sibling entrepreneurs. Organization Science, 29(2), 264–283. https://doi.org/10.1287/orsc.2017.1174

Bivona, E., & Cruz, M. (2021). Can business model innovation help SMEs in the food and beverage industry to respond to crises? Findings from a Swiss brewery during COVID-19. British Food Journal, 123(11), 3638–3660. https://doi.org/10.1108/BFJ-07-2020-0643

Branicki, L. J., Sullivan-Taylor, B., & Livschitz, S. R. (2018). How entrepreneurial resilience generates resilient SMEs. International Journal of Entrepreneurial Behaviour and Research, 24(7), 1244–1263. https://doi.org/10.1108/IJEBR-11-2016-0396

Brouthers, L. E., & Nakos, G. (2005). The role of systematic international market selection on small firms’ export performance. Journal of Small Business Management, 43(4), 363–381. https://doi.org/10.1111/j.1540-627X.2005.00142.x

Buttle, F. (2002). Is it worth it? ROI on CRM. Proceedings of the Academy of Marketing. http://buttleassociates.com/doc/IsitworthitROIonCRM.pdf

Calabrò, A., Campopiano, G., Basco, R., & Pukall, T. (2017). Governance structure and internationalization of family-controlled firms: The mediating role of international entrepreneurial orientation. European Management Journal, 35(2), 238–248. https://doi.org/10.1016/j.emj.2016.04.007

Cao, M., & Zhang, Q. (2011). Supply chain collaboration: Impact on collaborative advantage and firm performance. Journal of Operations Management, 29(3), 163–180. https://doi.org/10.1016/j.jom.2010.12.008

Carbó-Valverde, S., Rodríguez-Fernández, F., & Udell, G. F. (2016). Trade Credit, the Financial Crisis, and SME Access to Finance. Journal of Money, Credit and Banking, 48(1), 113–143. https://doi.org/10.1111/jmcb.12292

Chaithanapat, P., Punnakitikashem, P., Khin Khin Oo, N. C., & Rakthin, S. (2022). Relationships among knowledge-oriented leadership, customer knowledge management, innovation quality and firm performance in SMEs. Journal of Innovation and Knowledge, 7(1), 100162. https://doi.org/10.1016/j.jik.2022.100162

Chang, H. H. (2007). Critical factors and benefits in the implementation of customer relationship management. Total Quality Management and Business Excellence, 18(5), 483–508. https://doi.org/10.1080/14783360701239941

Chang, H. H., Wong, K. H., & Fang, P. W. (2014). The effects of customer relationship management relational information processes on customer-based performance. Decision Support Systems, 66, 146–159. https://doi.org/10.1016/j.dss.2014.06.010

Chang, W., Park, J. E., & Chaiy, S. (2010). How does CRM technology transform into organizational performance? A mediating role of marketing capability. Journal of Business Research, 63(8), 849–855. https://doi.org/10.1016/j.jbusres.2009.07.003

Clampit, J. A., Lorenz, M. P., Gamble, J. E., & Lee, J. (2022). Performance stability among small and medium-sized enterprises during COVID-19: A test of the efficacy of dynamic capabilities. International Small Business Journal, 40(3), 403-419. https://doi.org/10.1177/02662426211033270

Clauss, T., Breier, M., Kraus, S., Durst, S., & Mahto, R. V. (2022). Temporary business model innovation – SMEs’ innovation response to the Covid-19 crisis. R and D Management, 52(2), 294–312. https://doi.org/10.1111/radm.12498

Cerdá Suárez, L. M., Clemente Almendros, J. A., González González, I., & Blanco Hernández, M. (2023). Family Ownership and Directors’ Attributes as Determinants of Innovation in SMES During the Covid-19 Pandemic. Journal of Technology Management and Innovation, 18(1), 37–52. https://doi.org/10.4067/s0718-27242023000100037

Coltman, T., Devinney, T. M., & Midgley, D. F. (2011a). Customer relationship management and firm performance. Journal of Information Technology, 26(3), 205–219. https://doi.org/10.1057/jit.2010.39

Coltman, T., Devinney, T. M., & Midgley, D. F. (2011b). Customer relationship management and firm performance. Journal of Information Technology, 26(3), 205–219. https://doi.org/10.1057/jit.2010.39

Cowling, M., Brown, R., & Rocha, A. (2020). Did you save some cash for a rainy COVID-19 day? The crisis and SMEs. International Small Business Journal: Researching Entrepreneurship, 38(7), 593–604. https://doi.org/10.1177/0266242620945102

Cowling, M., Liu, W., & Zhang, N. (2018). Did firm age, experience, and access to finance count? SME performance after the global financial crisis. Journal of Evolutionary Economics, 28(1), 77–100. https://doi.org/10.1007/s00191-017-0502-z

Craighead, C. W., Ketchen, D. J., & Darby, J. L. (2020). Pandemics and Supply Chain Management Research: Toward a Theoretical Toolbox. Decision Sciences, 51(4), 838–866. https://doi.org/10.1111/deci.12468

Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16(3), 297–334. https://doi.org/https://doi.org/10.1007/BF02310555

Dai, R., Feng, H., Hu, J., Jin, Q., Li, H., Wang, R., Wang, R., Xu, L., & Zhang, X. (2021). The impact of COVID-19 on small and medium-sized enterprises (SMEs): Evidence from two-wave phone surveys in China. China Economic Review, 67, 1–20. https://doi.org/10.1016/j.chieco.2021.101607

Darmian, S., & Farughi, H. (2022). An optimization-based approach for managing downstream logistic operations: A real application in pandemic outbreak conditions. Computers & Industrial Engineering, 171, 1–20. https://doi.org/10.1016/J.CIE.2022.108495

Donthu, N., & Gustafsson, A. (2020). Effects of COVID-19 on business and research. Journal of Business Research, 117, 284–289. https://doi.org/10.1016/j.jbusres.2020.06.008

Ducharme, J. (2020). World Health Organization Declares COVID-19 a “Pandemic.” Here’s What That Means. Time Magazine. https://time.com/5791661/who-coronavirus-pandemic-declaration/

Eggers, F., Kraus, S., Hughes, M., Laraway, S., & Snycerski, S. (2013). Implications of customer and entrepreneurial orientations for SME growth. Management Decision, 51(3), 524–546. https://doi.org/10.1108/00251741311309643

El Baz, J., & Ruel, S. (2021). Can supply chain risk management practices mitigate the disruption impacts on supply chains’ resilience and robustness? Evidence from an empirical survey in a COVID-19 outbreak era. International Journal of Production Economics, 233, 1–12. https://doi.org/10.1016/j.ijpe.2020.107972

Espinosa-Méndez, C. & Inostroza-Correa, A. (2022). Gender and financial performance in SMEs in emerging economies. Gender in Management, 37(5), 603-618. https://doi.org/10.1108/GM-03-2020-0071

Euromonitor International. (2022). Lifestyle Survey. Attitudes, Motivations and Shopping Preferences. https://www.euromonitor.com/

FAEDPYME. (2022). Observatorio Iberoaméricano de la MiPyME. http://faedpyme.upct.es/article/observatorio-iberoamericano-de-la-mipyme-2022/151

Fairlie, R., & Fossen, F. M. (2021). The early impacts of the COVID-19 pandemic on business sales. Small Business Economics, 58, 1853–1864. https://doi.org/10.1007/s11187-021-00479-4

Flynn, B. B., Huo, B., & Zhao, X. (2010). The impact of supply chain integration on performance: A contingency and configuration approach. Journal of Operations Management, 28(1), 58–71. https://doi.org/10.1016/j.jom.2009.06.001

Foltean, F. S., Trif, S. M., & Tuleu, D. L. (2019). Customer relationship management capabilities and social media technology use: Consequences on firm performance. Journal of Business Research, 104, 563–575. https://doi.org/10.1016/j.jbusres.2018.10.047

Ganlin, P., Qamruzzaman, M. D., Mehta, A. M., Naqvi, F. N., & Karim, S. (2021). Innovative finance, technological adaptation and smes sustainability: The mediating role of government support during covid-19 pandemic. Sustainability, 13(16), 9218 https://doi.org/10.3390/su13169218

García Pérez de Lema, D., Calvo Flores, A., Hansen, P., Leiva, J. C., & Somohano Rodríguez, F. M. (2021). Impacto económico de la crisis COVID-19 sobre la mipyme en Iberoamérica. http://faedpyme.upct.es/sites/default/files/article/157/informecompleto.pdf

Giannakis-Bompolis, C., & Boutsouki, C. (2014). Customer Relationship Management in the Era of Social Web and Social Customer: An Investigation of Customer Engagement in the Greek Retail Banking Sector. Procedia - Social and Behavioral Sciences, 148, 67–78. https://doi.org/10.1016/j.sbspro.2014.07.018

Gregurec, I., Furjan, M. T., & Tomičić‐pupek, K. (2021). The impact of covid‐19 on sustainable business models in SMEs. Sustainability, 13(3), 1–24. https://doi.org/10.3390/su13031098

Grondys, K., Ślusarczyk, O., Hussain, H. I., & Androniceanu, A. (2021). Risk assessment of the sme sector operations during the covid-19 pandemic. International Journal of Environmental Research and Public Health, 18(8), 4183. https://doi.org/10.3390/ijerph18084183

Gunasekaran, A., Patel, C., & McGaughey, R. E. (2004). A framework for supply chain performance measurement. International Journal of Production Economics, 87(3), 333–347. https://doi.org/10.1016/j.ijpe.2003.08.003

Guo, H., Yang, Z., Huang, R., & Guo, A. (2020). The digitalization and public crisis responses of small and medium enterprises: Implications from a COVID-19 survey. Frontiers of Business Research in China, 14(1), 1–25. https://doi.org/10.1186/s11782-020-00087-1

Hair, J., Black, W., Babin, B., & Anderson, R. (2010). Multivariate Data Analysis (Seventh ed). Pearson.

Haislip, J. Z., & Richardson, V. J. (2017). The effect of Customer Relationship Management systems on firm performance. International Journal of Accounting Information Systems, 27, 16–29. https://doi.org/10.1016/j.accinf.2017.09.003

Herbane, B. (2019). Rethinking organizational resilience and strategic renewal in SMEs. Entrepreneurship and Regional Development, 31(5–6), 476–495. https://doi.org/10.1080/08985626.2018.1541594

Hoang, N., Nahm, D., & Dobbie, M. (2021). Innovation, gender, and labour productivity: Small and medium enterprises in Vietnam. World Development, 146, 1–12. https://doi.org/10.1016/j.worlddev.2021.105619

Hong-Kit Yim, F., Anderson, R. E., & Swaminathan, S. (2004). Customer Relationship Management : Its Dimensions and Effect on Customer Outcomes. The Journal of Personal Selling and Sales Management, 24(4), 263–278.

Hong Duong, N., & Ha, Q.-A. (2021). The links between supply chain risk management practices, supply chain integration and supply chain performance in Southern Vietnam: A moderation effect of supply chain social sustainability. Cogent Business & Management, 8(1), 1999556. https://doi.org/10.1080/23311975.2021.1999556

Honjo, Y., & Kato, M. (2022). Are founder-CEOs resilient to crises? The impact of founder-CEO succession on new firm survival. International Small Business Journal: Researching Entrepreneurship, 40(2), 205–235. https://doi.org/10.1177/02662426211050794

Ishfaq, M., Akram, M., & Rehman, R. (2022). Small and medium enterprises dynamic capabilities efficacy during COVID-19: moderating role of CEO gender. Review of International Business and Strategy. https://doi.org/10.1108/RIBS-12-2021-0178

Jackowicz, K., & Kozłowski, Ł. (2019). Social ties between SME managers and bank employees: Financial consequences vs. SME managers’ perceptions. Emerging Markets Review, 40, 1–20. https://doi.org/10.1016/j.ememar.2019.05.004

Jawad, M., Maroof, Z., & Naz, M. (2021). Impact of pandemic COVID-19 on global economies (a seven-scenario analysis). Managerial and Decision Economics, 42(7), 1897–1908. https://doi.org/10.1002/mde.3337

Jiménez-Jiménez, D., & Sanz-Valle, R. (2011). Innovation, organizational learning, and performance. Journal of Business Research, 64(4), 408–417. https://doi.org/10.1016/j.jbusres.2010.09.010

Josiassen, A., Assaf, A. G., & Cvelbar, L. K. (2014). CRM and the bottom line: Do all CRM dimensions affect firm performance? International Journal of Hospitality Management, 36, 130–136. https://doi.org/10.1016/j.ijhm.2013.08.005

Juergensen, J., Guimón, J., & Narula, R. (2020). European SMEs amidst the COVID-19 crisis: assessing impact and policy responses. Journal of Industrial and Business Economics, 47(3), 499–510. https://doi.org/10.1007/s40812-020-00169-4

Kaiser, H. F., & Rice, J. (1974). Educational and Psychological Measurements. Educational and Psychological Measurement, 34, 111–117. https://doi.org/https://doi.org/10.1177/001316447403400115

Khalil, M. K., Khalil, R., & Khan, S. N. (2019). A study on the effect of supply chain management practices on organizational performance with the mediating role of innovation in SMEs. Uncertain Supply Chain Management, 7(2), 179–190. https://doi.org/10.5267/j.uscm.2018.10.007

Kim, J., Yang, K., Min, J., & White, B. (2022). Hope, fear, and consumer behavioral change amid COVID-19: Application of protection motivation theory. International Journal of Consumer Studies, 46(2), 558–574. https://doi.org/10.1111/ijcs.12700

King, S. F., & Burgess, T. F. (2008). Understanding success and failure in customer relationship management. Industrial Marketing Management, 37(4), 421–431. https://doi.org/10.1016/j.indmarman.2007.02.005

Koh, S. C. L., Demirbag, M., Bayraktar, E., Tatoglu, E., & Zaim, S. (2007). The impact of supply chain management practices on performance of SMEs. Industrial Management and Data Systems, 107(1), 103–124. https://doi.org/10.1108/02635570710719089

Krajnajova, E., Navikaite, A., & Navicka, V. (2015). Paradigm shift of small and medium-sized enterprises competitive advantage to Management of Customer Satisfaction. Engineering Economics, 26(3), 327–332. https://doi.org/10.5755/j01.ee.26.3.6608

Krasnikov, A., Jayachandran, S., & Kumar, V. (2009). The impact of customer relationship management implementation on cost and profit efficiencies: evidence from the U.S. commercial banking industry. Journal of Marketing, 73(6), 61–76. https://doi.org/10.1509/jmkg.73.6.61

Kukanja, M., Planinc, T., & Sikošek, M. (2020). Crisis Management Practices in Tourism SMEs during the Covid-19 Pandemic. Organizacija, 53(4), 346–361. https://doi.org/10.2478/orga-2020-0023

Laforet, S. (2008). Size, strategic, and market orientation affects on innovation. Journal of Business Research, 61(7), 753–764. https://doi.org/10.1016/j.jbusres.2007.08.002

Lafuente-González, P., & Leiva, J. C. (2022). Perceived new venture creation speed: The relevance of the university’s context and entrepreneurial experience. Tec Empresarial, 16(1), 20–43. https://revistas.tec.ac.cr/index.php/tec_empresarial/article/view/5980

Lee, R. (2021). The effect of supply chain management strategy on operational and financial performance. Sustainability, 13(9), 5138. https://doi.org/https://doi.org/10.3390/su13095138

Li, S., Ragu-Nathan, B., Ragu-Nathan, T. S., & Subba Rao, S. (2006). The impact of supply chain management practices on competitive advantage and organizational performance. Omega, 34(2), 107–124. https://doi.org/10.1016/j.omega.2004.08.002

Lin, D.-Y., Namratha Rayavarapu, S., Tadjeddine, K., & Yeoh, R. (2022). Beyond financials: Helping small and medium-size enterprises thrive. McKinsey & Company. https://www.mckinsey.com/industries/public-and-social-sector/our-insights/beyond-financials-helping-small-and-medium-size-enterprises-thrive

Lockamy, A. (2012). An evaluation of network risks in supply chains. International Journal of Contemporary Business Studies, 3(1), 6–23. https://www.researchgate.net/publication/320354616_An_Evaluation_of_Network_Risks_in_Supply_Chains

Lu, Y., Wu, J., Peng, J., & Lu, L. (2020). The perceived impact of the Covid-19 epidemic: evidence from a sample of 4807 SMEs in Sichuan Province, China. Environmental Hazards, 19(4), 323–340. https://doi.org/10.1080/17477891.2020.1763902

Lukas, B., & Ferrel, O. C. (2000). The Effect of Market Orientation on Product Innovation. Journal of the Academy of Marketing Science, 28(2), 239–247. https://doi.org/10.1177/0092070300282005

Lummus, R., & Vokurka, R. (1999). Defining supply chain management : a historical perspective and practical guidelines. Industrial Management & Data Systems, 99(1), 11–17. https://doi.org/10.1108/02635579910243851

Marconatto, D. A. B., Teixeira, E. G., Peixoto, G. A., & Faccin, K. (2022). Weathering the storm: what successful SMEs are doing to beat the pandemic. Management Decision, 60(5), 1369–1386. https://doi.org/10.1108/MD-11-2020-1507

Marino, L. D., Lohrke, F. T., Hill, J. S., Weaver, K. M., & Tambunan, T. (2008). Environmental shocks and SME alliance formation intentions in an emerging economy: evidence from the Asian financial crisis in Indonesia. Entrepreneurship Theory and Practice, 32(1), 157–183. https://doi.org/10.1111/j.1540-6520.2007.00220.x

Mattera, M., Alba Ruiz-Morales, C., Gava, L., & Soto, F. (2021). Sustainable business models to create sustainable competitive advantages: strategic approach to overcoming COVID-19 crisis and improve financial performance. Competitiveness Review. https://doi.org/10.1108/CR-03-2021-0035

McNeely, A. (2021). Small Companies Struggle to Survive Extended Supply Crunch. https://www.bloomberg.com/news/newsletters/2021-11-22/supply-chain-latest-small-companies-struggle-to-weather-supply-crunch

Melnyk, S. A., Schoenherr, T., Verter, V., Evans, C., & Shanley, C. (2021). The pandemic and SME supply chains: Learning from early experiences of SME suppliers in the U.S. defense industry. Journal of Purchasing and Supply Management, 27(4), 100714. https://doi.org/10.1016/j.pursup.2021.100714

Ministerio de Economía Industria y Comercio. (2019). Estudio Situacional de la PYME en Costa Rica, Serie 2012-2017 Nueva metodología. http://reventazon.meic.go.cr/informacion/estudios/2019/pyme/INF-012-19.pdf

Muskat, B., Hörtnagl, T., Peters, M., & Zehrer, A. (2021). Innovation capability and culture: How time-orientation shapes owner-managers’ perceptions. Journal of Hospitality and Tourism Management, 47, 217–227. https://doi.org/10.1016/j.jhtm.2021.03.018

Nakano, M. (2020). Supply Chain Management: Strategy and Organization. Springer Nature Singapore. https://doi.org/10.1007/978-981-13-8479-0

Nenonen, S., & Storbacka, K. (2016). Driving shareholder value with customer asset management: Moving beyond customer lifetime value. Industrial Marketing Management, 52, 140–150. https://doi.org/10.1016/j.indmarman.2015.05.019

Notteboom, T., Pallis, T., & Rodrigue, J. P. (2021). Disruptions and resilience in global container shipping and ports: the COVID-19 pandemic versus the 2008–2009 financial crisis. Maritime Economics and Logistics, 23(2), 179–210. https://doi.org/10.1057/s41278-020-00180-5

OECD. (2017). Enhancing the contributions of SMEs in a global and digitalised economy. Meeting of the OECD Council at Ministerial Level. https://www.oecd.org/industry/C-MIN-2017-8-EN.pdf

OECD. (2020). Coronavirus (Covid-19): SME Policy Responses. https://oecd.dam-broadcast.com/pm_7379_119_119680-di6h3qgi4x.pdf

Palmatier, R. W., Jarvis, C. B., Bechkoff, J. R., & Kardes, F. R. (2009). The role of customer gratitude in relationship marketing. Journal of Marketing, 73(5), 1–18. https://doi.org/10.1509/jmkg.73.5.1

Pansari, A., & Kumar, V. (2017). Customer engagement: the construct, antecedents, and consequences. Journal of the Academy of Marketing Science, 45(3), 294–311. https://doi.org/10.1007/s11747-016-0485-6

Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of Marketing, 69(4), 167–176. https://doi.org/10.1509/jmkg.2005.69.4.167

Pedauga, L., Sáez, F., & Delgado-Márquez, B. L. (2022). Macroeconomic lockdown and SMEs: the impact of the COVID-19 pandemic in Spain. Small Business Economics, 58(2), 665–688. https://doi.org/10.1007/s11187-021-00476-7

Pelham, A. M. (2000). Marketing Orientation and Other Potential Influences on Performances in Small and Medium-Sized Manufacturing firms. Journal of Small Business Management, 38(1), 48–67.

https://www.proquest.com/openview/f8f908577d8244f5d0b204da55f02f3b/1?pq-origsite=gscholar&cbl=49244

Petr, S., Simona, Č., Hana, K., & Stanislava, D. (2021). Business Financial Performance In The Context Of Customer Satisfaction Management. Quality - Access to Success, 22(185), 124–135. https://doi.org/10.47750/QAS/22.185.17

Petzold, S., Barbat, V., Pons, F., & Zins, M. (2019). Impact of responsive and proactive market orientation on SME performance: The moderating role of economic crisis perception. Canadian Journal of Administrative Sciences, 36(4), 459–472. https://doi.org/10.1002/cjas.1514

Rahimi, R., & Kozak, M. (2017). Impact of Customer Relationship Management on Customer Satisfaction: The Case of a Budget Hotel Chain. Journal of Travel and Tourism Marketing, 34(1), 1–20. https://www.tandfonline.com/doi/abs/10.1080/10548408.2015.1130108

Ramanathan, U., Aluko, O., & Ramanathan, R. (2022). Supply chain resilience and business responses to disruptions of the COVID-19 pandemic. Benchmarking, 29(7), 2275–2290. https://doi.org/10.1108/BIJ-01-2021-0023

Reicher, R., & Szeghegyi, Á. (2015). Factors affecting the selection and implementation of a customer relationship management (CRM) process. Acta Polytechnica Hungarica, 12(4), 183–200. https://doi.org/10.12700/aph.12.4.2015.4.11

Reimann, M., Schilke, O., & Thomas, J. S. (2010). Customer relationship management and firm performance: The mediating role of business strategy. Journal of the Academy of Marketing Science, 38(3), 326–346. https://doi.org/10.1007/s11747-009-0164-y

Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The Customer Relationship Management Process: Its Measurement and Impact on Performance. Journal of Marketing Research, 41(3), 293–305. https://doi.org/10.1509/jmkr.41.3.293.35991

Sánchez-Báez, E. A., Sanabria, D. D., & Ferrer-Dávalos, R. M. (2023). Internal organizational characteristics and their impact on sales: the case of Paraguayan MSMEs during the covid-19 pandemic. Tec Empresarial, 17(2), 20–32. https://doi.org/10.18845/te.v17i2.6698

Saraf, N., Dasgupta, S., & Blettner, D. P. (2022). How do managerial perceptions of performance feedback affect innovation? Strategic Organization, 20(3), 451–480. https://doi.org/10.1177/14761270211019484

Simón-Moya, V., Revuelto-Taboada, L., & Ribeiro-Soriano, D. (2016). Influence of economic crisis on new SME survival: reality or fiction? Entrepreneurship and Regional Development, 28(1–2), 157–176. https://doi.org/10.1080/08985626.2015.1118560

Siu, W. (2008). Yuan and marketing: The perception of Chinese owner-managers. Journal of World Business, 43(4), 449–462. https://doi.org/10.1016/j.jwb.2008.03.005

Söderberg, L., & Bengtsson, L. (2010). Supply chain management maturity and performance in SMEs. Operations Management Research, 3(1), 90–97. https://doi.org/10.1007/s12063-010-0030-6

Sodhi, M., & Tang, C. (2021). Supply Chain Management for Extreme Conditions: Research Opportunities. Journal of Supply Chain Management, 57(1), 7–16. https://doi.org/10.1111/jscm.12255

Soltani, Z., Zareie, B., Milani, F. S., & Navimipour, N. J. (2018). The impact of the customer relationship management on the organization performance. Journal of High Technology Management Research, 29(2), 237–246. https://doi.org/10.1016/j.hitech.2018.10.001

Song, L., & Zhou, Y. (2020). The COVID-19 Pandemic and Its Impact on the Global Economy: What Does It Take to Turn Crisis into Opportunity? China and World Economy, 28(4), 1–25. https://doi.org/10.1111/cwe.12349

Szymkowiak, A., Gaczek, P., Jeganathan, K., & Kulawik, P. (2021). The impact of emotions on shopping behavior during epidemic. What a business can do to protect customers. Journal of Consumer Behaviour, 20(1), 48–60. https://doi.org/10.1002/cb.1853

Tanco, M., Jurburg, D., & Escuder, M. (2015). Main difficulties hindering supply chain performance: An exploratory analysis at Uruguayan SMEs. Supply Chain Management, 20(1), 11–23. https://doi.org/10.1108/SCM-10-2013-0389

Teece, D. J. (2010). Technological innovation and the theory of the firm: The role of enterprise-level knowledge, complementarities, and (dynamic) capabilities. In Handbook of the Economics of Innovation (Vol. 1, pp. 679–730). Elsevier B.V. https://doi.org/10.1016/S0169-7218(10)01016-6

Thorpe, R., Holt, R., Macpherson, A., & Pittaway, L. (2005). Using knowledge within small and medium-sized firms: A systematic review of the evidence. International Journal of Management Reviews, 7(4), 257–281. https://doi.org/10.1111/j.1468-2370.2005.00116.x

UNCTAD. (2022). COVID-19 and maritime transport. https://unctad.org/system/files/official-document/tcsdtlinf2022d1_en.pdf

Vaaland, T. I., & Heide, M. (2007). Can the SME survive the supply chain challenges? Supply Chain Management, 12(1), 20–31. https://doi.org/10.1108/13598540710724374

Valmohammadi, C. (2017). Customer relationship management: Innovation and performance. International Journal of Innovation Science, 9(4), 374–395. https://doi.org/10.1108/IJIS-02-2017-0011

Verhees, F. J. H. M., & Meulenberg, M. T. G. (2004). Market Orientation, Innovativeness, Product Innovation, and Performance in Small Firms. Journal of Small Business Management, 42(2), 134–154. https://doi.org/10.1111/j.1540-627x.2004.00102.x

Vorhies, D. W., Orr, L. M., & Bush, V. D. (2011). Improving customer-focused marketing capabilities and firm financial performance via marketing exploration and exploitation. Journal of the Academy of Marketing Science, 39(5), 736–756. https://doi.org/10.1007/s11747-010-0228-z

Wald, A. (1943). Sequential Analysis of Stadistical Data: Theory. Columbia University.

Wang, J., Zhang, Y., & Goh, M. (2018). Moderating the role of firm size in sustainable performance improvement through sustainable supply chain management. Sustainability, 10(5), 1654. https://doi.org/10.3390/su10051654

Wang, Y., & Feng, H. (2012). Customer relationship management capabilities: Measurement, antecedents and consequences. Management Decision, 50(1), 115–129. https://doi.org/10.1108/00251741211194903

Waqas, U., Abd Rahman, A., Wana Ismail, N., Kamal Basha, N., & Umair, S. (2022). Influence of supply chain risk management and its mediating role on supply chain performance: perspectives from an agri-fresh produce. Annals of Operations Research. https://doi.org/10.1007/s10479-022-04702-7

Winer, R. S. (2001). A frawework for Customer Relationship Management. California Management Review, 43(4), 89–105. https://doi.org/10.2307/41166102

World Health Organization. (2020). WHO Director-General’s opening remarks at the media briefing on COVID-19 - 11 March 2020. https://www.who.int/director-general/speeches/detail/who-director-general-s-opening-remarks-at-the-media-briefing-on-covid-19---11-march-2020