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The growing use of the Internet to share experiences and information related to products and services has created the need for companies to enter this environment in order to understand these digital consumers and meet new demands. In this context, the present article aims to analyze the digital purchasing profile of meal consumers in the city of Corumbá, Brazil, which shares a dry border with the municipality of Puerto Quijarro, Bolivia, given the increase in this consumption modality in 2020. The research collected data from 104 consumers and 31 entrepreneurs. The results show that social networks are the most used media for interaction between consumers and companies in Corumbá and that they provide greater convenience and ease for conducting purchases and sales through the virtual environment. [ABSTRACT FROM AUTHOR]

This study aimed to examine the impact of customer relationship marketing on trust, word of mouth, and customer loyalty. It also sought to analyze the role of customer trust and word of mouth in mediating the influence of customer relationship marketing on customer loyalty at the Kenangan Coffee Shop in Malang City. The sample consisted of 140 customers of the Kenangan Coffee Shop in Malang City. Stratified random sampling was used to identify respondents. Structural Equation Modeling (SEM) was used to analyze data. The research results show that customer relationship marketing that focused on developing a service culture built customer trust at Kenangan Coffee Shop in Malang City. High levels of trust has the increases customer loyalty. By convincing others to choose a Kenangan Coffee Shop, word of mouth can also increase customer loyalty. Thus, this research further develops studies on customer loyalty, customer relationship marketing, and word of mouth. [ABSTRACT FROM AUTHOR]

This study investigates the impact of digital transformation (DT) on trade credit (TC) within Chinese A-share listed manufacturing companies from 2008 to 2020. Utilizing information asymmetry theory and signal transmission theory, the study explores the relationship between DT and TC. Our findings reveal that DT has a notably positive effect on TC, with this impact being more pronounced in privately-owned enterprises, small and medium-sized entities, and particularly those outside the high-tech industry. Additionally, DT is found to foster TC expansion through enhanced cooperation within supply chains and improved relationships with suppliers and customers. These insights offer a comprehensive understanding of how DT influences corporate TC financing behavior and have significant implications for DT practices and policy decisions. [ABSTRACT FROM AUTHOR]

The telecom sector creates huge amounts of information every day as a result of its large customer base. Business professionals and decision-makers emphasized that maintaining existing clients is less expensive than recruiting new ones. Business analysts and customer relationship management (CRM) need to know the reasons why customers leave and the behavior patterns from earlier churn consumer’s data. Today, there is a problem with customer churn examination and prediction in the telecom industry since it is crucial for the sector to examine customer behavior to identify those who are going to stop their subscriptions. Customer retention could be increased by utilizing detection system to detect consumer behavior. Recent advancements in machine learning (ML) have made churn prediction more precise and practical. It is essential for identifying customers ready to leave using company’s products and services in the early stage. Hence in this work, predicting customers churn in telecommunication sector using Naïve Bayes (NB) model is presented. The performance of presented NB algorithm is evaluated using the parameters accuracy, precision, and sensitivity. The NB algorithm will have better performance than pervious approaches. [ABSTRACT FROM AUTHOR]

The purpose of this literature research is expected to build a hypothesis regarding the influence between variables that can later be used for further research in the scope of marketing management. The research article literature review concept and application of canvas business model in startup companies: customer relationships, customer segments and market trends is a scientific literature article in the scope of marketing management science. The approach used in this literature review research is descriptive qualitative. The data collection technique is to use literature studies or conduct a review of relevant previous articles. The data used in this descriptive qualitative approach comes from previous research that is relevant to this research and is sourced from academic online media such as Thomson Reuters Journal, Springer, Taylor & Francis, Scopus Emerald, Elsevier, Sage, Web of Science, Sinta Journal, DOAJ, EBSCO, Google Scholar and digital reference books. In previous studies, 1 relevant previous article was used to review each independent variable. The results of this literature review article are: 1) Customer Relationships affect the Canvas Business Model Concept in Startup Companies; 2) Customer Segments affect the Canvas Business Model Concept in Startup Companies; 3) Market Trends affect the Canvas Business Model Concept in Startup Companies; 4) Customer Relationships Influence the Implementation of the Canvas Business Model in Startup Companies; 5) Customer Segments Influence the Implementation of the Canvas Business Model in Startup Companies; and 6) Market Trends Influence the Implementation of the Canvas Business Model in Startup Companies. [ABSTRACT FROM AUTHOR]

Purpose: The aim of this paper is to investigate the role of the stakeholder's relationship with supply chain resilience (SCR) and organizational performance (OP) using the lens of stakeholder theory in the manufacturing and service industry. Investigating the supply chain community in Pakistan, this paper explores the relationship between SCR, OP and the stakeholder's relationship (including customers and suppliers). Design/methodology/approach: A partial least square (PLS) – structural equation modeling (SEM) technique using SmartPLS 3.3.3 was used to test the hypotheses. Data were collected through a survey (questionnaire) completed by 202 supply chain representatives. All respondents were supply chain professionals working in different organizations in Pakistan. Findings: The findings of the study revealed that supplier relationship (SR) and customer relationship (CR) have a positive and significant impact on SCR and a positive and significant relationship between SCR and OP. A positive and significant relationship between customer relationship and OP was also noted. The mediating role of SCR is also found positive and significant. Practical implications: The outcomes of the study will help managers to strengthen SCR through relationship management. The study is also helpful to increase OP through stakeholder management. Originality/value: This study empirically tests an inclusive model with a PLS-SEM technique where SCR plays a mediating role in the mechanism, which is crucial since the supplier and customer (stakeholder) relationship has been never tested to gauge the OP by positioning SCR as a mediator while using the lens of stakeholder theory. [ABSTRACT FROM AUTHOR]

Adequate transportation and administration of products and resources across borders are crucial in the logistics industry, particularly in locations such as the China-Pakistan Economic Corridor (CPEC). However, other hazards are associated with this, including global disputes, geopolitical tensions, trade battles, natural catastrophes, terrorist threats, and security breaches, all of which can disrupt the supply chain. These hazards highlight the need for robust supply chain risk management (SCRM) strategies to ensure the seamless distribution of products and services in the face of adversity. To address these challenges, this study examines the impact of customer relationships (CR) on supply chain risk management in the CPEC logistics sector. A survey conducted across various transportation and logistics firms' sites obtained data from 500 staff members. After removing 50 partial replies, 450 total responses were considered. The information also includes reactions for operational supply chain risk management (OSCRM), organization performance (OP), strategic supply chain risk management (SSCRM), and customer relationship (CR). To evaluate the respondents of the survey questionnaire using the Likert scale. Partial least squares structural equation modeling (PLS-SEM) is utilized to validate the hypothesis, which is used for statistical analysis, validation of structural models, and measurement models. The measurement model established the measure's validity and reliability, while other approaches demonstrated discriminant validity. The structural model is employed to identify the significant relationships between CR and SCRM in the logistics sector. The findings emphasize CR's importance in managing the supply chain's inherent constraints, contributing to CPEC's sustainability. Overall, this research attempts to enhance understanding of the complex relationship between CR and SCRM in the dynamic world of global logistics. [ABSTRACT FROM AUTHOR]

The effectiveness of service recovery initiatives has primarily been explained by exchange theories implicitly assuming that the customer desires beneficial relationships. The present research extends studies in this tradition by emphasizing the crucial role of the customer's vulnerability. Drawing on crisis theory, we argue that the effectiveness of service recovery initiatives is contingent on customer relationship vulnerability (CRV), which is defined as a customer predisposition to psychological harm in relationships with service firms. The findings show that a full-service recovery is not always possible among vulnerable customers. We discuss the implications for theory and service management practice. [ABSTRACT FROM AUTHOR]

Copyright of Muthanna Journal of Administrative & Economics Sciences is the property of Muthanna Journal of Administrative & Economics Sciences and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Service Industries Journal is the property of Routledge and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The adoption of Business intelligence (BI) has become increasingly prominent among organizations for attracting customers and gaining a competitive edge. This becomes even more important for small and medium enterprises (SMEs) which face immense pressure to retain existing customers and attract more customers for survival. This study presents a systematic literature review of studies investigating the impact of BI on customer relations with exclusive focus on Indonesia, which has a growing number of SMEs (also called ‘UMKMs’). By examining 15 papers published between 2013 to 2024, the findings of the study highlight that BI contributes to building better connections with customers and making them feel more engaged and satisfied. This study provides valuable insights for SMEs in Indonesia to adopt BI to attract more customers. The findings of the study also lay the foundation for future research, especially those wanting to perform an empirical investigation. [ABSTRACT FROM AUTHOR]

This study investigates the crisis communication strategies employed by the leading Romanian airlines - TAROM, WIZZ Air, and Blue Air - on social media during the COVID-19 pandemic. Utilizing the Situational Crisis Communication Theory (SCCT), this research analyzes the content and frequency of the airlines' Facebook posts from February to July 2020. The findings reveal how airlines navigated the crisis by adopting specific communication strategies and engaging with stakeholders, highlighting the importance of digital platforms in maintaining customer relationships during unprecedented challenges. [ABSTRACT FROM AUTHOR]

This study investigates the crisis communication strategies employed by the leading Romanian airlines - TAROM, WIZZ Air, and Blue Air - on social media during the COVID-19 pandemic. Utilizing the Situational Crisis Communication Theory (SCCT), this research analyzes the content and frequency of the airlines' Facebook posts from February to July 2020. The findings reveal how airlines navigated the crisis by adopting specific communication strategies and engaging with stakeholders, highlighting the importance of digital platforms in maintaining customer relationships during unprecedented challenges.

After-sales service is a key part of maintaining and increasing customers for companies, both for products and services, but the problem is that it is very complicated to maintain, let alone increase customers. The problems that arise are classic problems in the form of company illnesses in the form of service quality, product non-conformities, stock and delivery, employee training, IT systems and technology, and internal coordination for changes in technology and products. The aim of this research is to find out from the informants what the most dominant key words are that are often mentioned by the informants and how to compare gender and type of company in producing the most dominant variables for after-sales service. This is qualitative research with a phenomenological approach. Phenomenologists describe the main points of each informant's life experiences. Phenomenologists describe in detail from informants where the informants feel a phenomenon. The sample determined that five informants had expertise in their fields, as proven by their top positions in their companies. The analysis of this research was assisted by qualitative tools from Nvivo 12, and there is no doubt about international evidence, especially in data testing or analysis tests. The research instrument was adopted from previous research and assisted by theoretical studies to simplify and help determine policies for the company's after-sales service. The results obtained were that five informants had strong and moderate relationship values for each informant included. The comparison diagram or chart test is unique in that each informant, whether gender, female, or male, shows that the customer service variable has the strongest relationship with after-sales service.

This research aims to investigate the effect of Customer Knowledge Management on the perceived quality of university library services through the mediating role of customer relationships at the University of Tabriz Central Library. This research is a correlational study that has been carried out using Structural Equation Modeling and survey method. The study population includes all 15732 students of Tabriz University in the academic year 2020-2021, of which 375 people were selected as a sample using stratified random sampling. A questionnaire was used to collect data. Data were analyzed using SEM with the partial least squares method. The results showed that Customer Knowledge Management had a positive and direct effect on the perceived quality of Central Library services of Tabriz University. Also, customer relationships had a mediating role in the relationship between customer knowledge management. They perceived the quality of Central Library services of Tabriz University. In other words, Customer Relationship strengthens the relationship between Customer Knowledge Management and the perceived quality of Central Library services of Tabriz University. The Central Library of Tabriz University can improve the perceived quality of services among users and their satisfaction with the library by improving customer knowledge management and customer relationship.

In Jordan, the pharmaceutical sector has been a driving force in recent economic growth. So, new supply chain management and information technology is likely to have a strong impact on managing sustainability in the supply chain management with all its aspects; environmentally, socially and economically in pharmaceutical sector in Jordan. However, there is a lack of studies aimed at recognizing how supply chain practices (SCP) can affect sustainable supply chain management (SSCM) conceptualized as environmental, social and economic aspects. So, this study aims to find out how supply chain practices conceptualized by (strategic supplier partnership and customer relationship) can affect SSCM conceptualized as (environmental, social and economic) with the mediating role of the information and communication technology (ICT) in the pharmaceutical sector in Jordan. A total of 313 questionnaires selected by simple random sampling disseminated to the respondents who were chosen from the population list of 1568 the managers of pharmacies working in Amman the capital of Jordan. The study used SEM with SMART-PLS 4 to analyze the data collected, measurement model used to analyze the validity and reliability of the model and the path coefficient in the structural equation model used to test the study hypotheses. The results of this study support all of five direct effect hypotheses and the two indirect hypotheses. The result of the study finds that SCP (strategic supplier partnership and customer relationship) have a significant impact in the ICT and SSCM, and ICT has significant impact on SSCM, also the result of the study found that ICT mediate the impact of the SCP (strategic supplier partnership and customer relationship) and SSCM in the Jordanian pharmaceutical sector. [ABSTRACT FROM AUTHOR]

This research aims to investigate the effect of Customer Knowledge Management on the perceived quality of university library services through the mediating role of customer relationships at the University of Tabriz Central Library. This research is a correlational study that has been carried out using Structural Equation Modeling and survey method. The study population includes all 15732 students of Tabriz University in the academic year 2020-2021, of which 375 people were selected as a sample using stratified random sampling. A questionnaire was used to collect data. Data were analyzed using SEM with the partial least squares method. The results showed that Customer Knowledge Management had a positive and direct effect on the perceived quality of Central Library services of Tabriz University. Also, customer relationships had a mediating role in the relationship between customer knowledge management. They perceived the quality of Central Library services of Tabriz University. In other words, Customer Relationship strengthens the relationship between Customer Knowledge Management and the perceived quality of Central Library services of Tabriz University. The Central Library of Tabriz University can improve the perceived quality of services among users and their satisfaction with the library by improving customer knowledge management and customer relationship. [ABSTRACT FROM AUTHOR]

Copyright of Jurnal Nusantara Aplikasi Manajemen Bisnis is the property of Universitas Nusantara PGRI Kediri and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

A company with a strategic vision oriented towards business relationships seeks to adopt tools that help it achieve this goal. One of these tools could be Customer Relationship Management (CRM), which places the employee at the center of the organization, thus improving employee satisfaction and engagement. This, in turn, leads to optimized profitability and increased productivity in any type of business. Despite the existence of previous research on this topic, it is still necessary to deepen the analysis of the implications of the implementation of CRM tools. [ABSTRACT FROM AUTHOR]

Abstract The coronavirus pandemic illustrated how rapidly the global environment could be disrupted on many levels but also drive an acceleration in others. Business leaders are grappling with dysfunctional business models that are ill-equipped to manage the disruptive environment of growing artificial intelligence. Hence, this study examined the discontinuous shift in the scope and culture of business models by exploring interdisciplinary streams of literature. An integrative review methodology was used in this study to develop theoretical constructs relating to business model innovation in the services sector. Key propositions were an innovation continuum, a responsive business innovation model and value architecture, which inculcates a sustainable value creation proposition and market advantage. Businesses must continuously evolve on the high end of the innovation continuum to reduce the risk of innovation apathy and strategic myopia. A key contribution of this study was the interdependencies in value networks that allow for collaborative working and co-creation of resources, such as crowdsourcing, crowdworking and social media platforms. This study also showed the growing importance of a centre of excellence to function at the forefront of disruptive technologies. A key finding was the need for governance structures to recognise and manage the trade-offs between value drivers, which sometimes may conflict with societal benefits. The integrative review revealed that customer relationship management, global business services and artificial intelligence had not been unified in the extant literature, which makes this paper novel in its contribution to businesses struggling with or opposed to the digital revolution.

This research aims to analyze the factors influencing customer loyalty at Bank NTB Syariah. These factors include service performance, customer relationship marketing, and marketing mix. This research applies quantitative techniques and is analyzed using multiple linear regressions. The research population is all customers of Bank NTB Syariah Pancor branch offices, totalling 47,853. Sampling applied the non-probability method of the accidental sampling type, with Slovin measurements obtained from 100 samples. The research results show that partially service performance, customer relationship marketing, and marketing mix have a positive and significant effect on customer loyalty. Simultaneously these three factors have a significant effect on customer loyalty. Research results can be a reference for further research examining similar issues. Then it can become a reference material for Bank NTB Syariah to improve the strategy of the three factors in gaining customer loyalty.

In an omni-channel environment of banks, the information transmission between banks and customers is the basis for decision-making on both sides. This dissertation analyzes the characteristics of signals sent between banks and customers at different stages and proposes a game model of bank–customer signals in an omni-channel environment. The model explores the types of banks and customers and the influence of six signals on both parties' action decisions. Building on this model, a genetic algorithm of the signaling game between banks and customers is developed. This algorithm improves the adaptability of customers to the bank's omni-channel environment through the "selection–crossover–mutation" process. The algorithm determines the signal that brings the greatest utility among multiple bank–customer combinations. This is carried out by calculating the choices made, resulting in the greatest total utility. Finally, a case study is carried out on the omni-channel transformation of Agricultural Bank of China, illustrating the validity of the research results of the game relationship and action optimization. Overall, this study provides a quantitative tool for the action decision-making of banks and customers and the optimization of the relationship between the two. It also provides a reference for how banks should manage customer relationships in an omni-channel environment. [ABSTRACT FROM AUTHOR]

Background: The purpose of this study is to create a theoretical framework for analyzing the causal relationship between supply chain management practices and firm performance, in the FMCG sector of Pakistan. A quantitative research approach was adopted, in which a multi-item scale Web-based survey using a structured online questionnaire was utilized to collect the primary data. A total of 232 questionnaires were collected from a sample of Karachi-based FMCG companies in Pakistan. Confirmatory Factor analysis and internal consistency were used to test the reliability and fitness of the measurement model, and structural equation modeling-SEM was employed to test the proposed hypotheses. Empirical findings reveal that there is a significant positive relationship between SCM practices and firm performance. However, the results of the individual-level analysis of SCM practices appear to vary from practice to practice. Of various SCM practices, supplier strategic partnership SSC with the highest beta value (i.e., ß = 0.488; t-value = 32.381; p _ 0.000) was found to have the greatest impact on firm performance, followed by information sharing customer relationship, and finally the outsourcing. This study will guide supervisors with a more in-depth understanding of SCM practices and their potential contribution to firm performance. The findings also encourage managers to place supplier strategic partnerships and information systems on high priority, on both inter-firm and intra-firm relationships, as prerequisites for achieving superior firm performance. The propositions and results of the study provide managers with guidelines about effective management of upstream supply chain networks and awareness of the potential synergies that arise from suppliers and the information system. This article further enriches the literature in an evolving area of supply chain management practices. Two key factors facing supply chain managers and scholars are addressed, and establish their ability to drive firm performance. [ABSTRACT FROM AUTHOR]

Objective Social bundling strategy is an extensive business approach to pricing based on the company's marketing strategies, which involves offering two or more products for sale as an item. In industries that are active in competitive markets and have a diverse product range, the bundling strategy can be effective. Therefore, the present study was conducted with the aim of designing a social bundling model in the home appliance industry using the Grounded theory. Methodology This is mixed research applying both qualitative and quantitative approaches. The statistical population of the study consisted of company managers, marketing managers, and university professors. Since experts in this field are not easily identifiable, the snowball sampling method was used. In the snowball method, the first group of experts is used to identify and select the next sampling units. In this method, sampling is continued until the categories reach theoretical saturation. The data collection tool, in the qualitative part, was a semi-structured interview. In the quantitative part, a questionnaire was used to gather the required data. To evaluate the validity, the Creswell model was used in the qualitative part and the content validity and the reliability of the in-coder and inter-coder were calculated. In the quantitative part, content validity and test-retest reliability were measured. Findings this study, to present the research model, the Strauss and Corbin grounded theory was applied. The main elements of Strauss and Corbin, included causal conditions, underlying factors, interfering factors, pivotal phenomena, and strategies and consequences, which were identified using ATLAS.ti software and coding methods. Conclusion The results of the study present a model including causal conditions (macro-industry policies, competitive market, and sanctions), contextual conditions (culture, organizational performance, and organic structure), and interventionist ones (alignment with economic status and organizational effectiveness). This study also introduces the central phenomenon (sales, pricing, and relationship with customers), presents social bundling strategies (specialist force in sales, advertising media, and market research), and identifies the related consequences (profitability, brand equity, and easy shopping). In this study, the social bundling model is presented based on the three pivots of sales, pricing, and relationship with customers.

Dans le cadre d’un questionnement global de l’usage de Systèmes d’Information au management de l’insatisfaction, dont l’objectif ultime est la fidélité des clients par le biais d’une stratégie modernisée de la gestion de la relation-client, l’idée de ce papier est d’étudier un axe de recherche primordial mettant en lien la fidélité, la fidélisation et la digitalisation des entreprises, qui s’avèrent en lien étroit avec les concepts-clés, et dont l’analyse intéresse aussi bien la communauté scientifique vu la richesse de leur contenu que les managers des entreprises à la recherche continue des moyens de plus en plus performants afin d’augmenter leur profitabilité, qui est le résultat direct de clients satisfaits et fidèles, contraint par l’arrivée imprévisible de nouvelles technologies digitales, qui semblent être la tendance future. A ce sujet, nous envisagerons la réalisation d’une étude qualitative exploratoire ayant pour objet d’affiner la problématique, en s’appuyant sur les axes étudiés dans des travaux simultanés, tout en considérant dans cette démarche déductive les retombées de la crise sanitaire de la Covid-19 que nous subissons depuis les débuts de l’année 2020. Bref, ce travail englobe à juste titre, une revue de littérature, un état des lieux et des perspectives de l’avenir du trinôme précédent. This research work is a literature review, an inventory and future prospects bringing together interesting concepts for the scientific community, namely brand loyalty, customer retention and digitalization of companies. This is a fundamental axis resulting from a general questioning relating to the use of information systems in the management of customer dissatisfaction. A theme which aims to demonstrate the advantageous contribution of digital means to customer relationship management, tested more than ever under the influence of the Covid-19 health crisis, and its consequences on managerial procedures. In the same vein, it has been proven that the profitability of the company is linked not only to the satisfaction of its customers, but to its ability to retain them, the improvement of which will be increasingly demanding in the face of new technologies. Thus, within the framework of a deductive approach, we will consider an exploratory qualitative study, -in which will be exploited the axes studied during our research work as a whole-, in order to further refine the problem and identify well-founded assumptions, considering constraints in terms of available resources and resistance to change.

The coronavirus pandemic illustrated how rapidly the global environment could be disrupted on many levels but also drive an acceleration in others. Business leaders are grappling with dysfunctional business models that are ill-equipped to manage the disruptive environment of growing artificial intelligence. Hence, this study examined the discontinuous shift in the scope and culture of business models by exploring interdisciplinary streams of literature. An integrative review methodology was used in this study to develop theoretical constructs relating to business model innovation in the services sector. Key propositions were an innovation continuum, a responsive business innovation model and value architecture, which inculcates a sustainable value creation proposition and market advantage. Businesses must continuously evolve on the high end of the innovation continuum to reduce the risk of innovation apathy and strategic myopia. A key contribution of this study was the interdependencies in value networks that allow for collaborative working and co-creation of resources, such as crowdsourcing, crowdworking and social media platforms. This study also showed the growing importance of a centre of excellence to function at the forefront of disruptive technologies. A key finding was the need for governance structures to recognise and manage the trade-offs between value drivers, which sometimes may conflict with societal benefits. The integrative review revealed that customer relationship management, global business services and artificial intelligence had not been unified in the extant literature, which makes this paper novel in its contribution to businesses struggling with or opposed to the digital revolution. [ABSTRACT FROM AUTHOR]

The current study aims to determine the moderating effect of customer relationship on supply chain risk management and organizational performance, specifically for Pakistan's logistics sector. The logistics sector is selected for the study as it has considerable significance in the country's economy and also having substantial growth due to the China-Pakistan Economic Corridor (CPEC). This study is quantitative in nature and data collection is performed through a questionnaire based on several instruments (operation risk management, strategic risk management, perceived performance, customer relationship) from officials (administrative and management) of various public and private logistics companies involved in supply chain and customer relationships. A total of 227 responses are received out of 300, with 11 incomplete responses being eliminated. The hypotheses are formulated based on the literature and research theme. The hypotheses testing are performed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) methodology. The findings suggest that strategic risk management and supply chain performance have a favorable relationship. The study also showed that there exists a negative association between customer relationship and performance. Conversely, the relationship between operational risk management and performance was not established in this study. The findings of this study offer inspiration for future research that can apply these findings on large sample of companies. [ABSTRACT FROM AUTHOR]

As we know, organizations are systems that affect their surrounding environment and get involved with their environment. Any changes can impact the outcome of any operation and decision in the organization, no matter how small it is or how irrelevant, from the most straightforward operation or process to the most complicated functions and strategic decisions. Migrating to cloud computing is one of the most important enterprise goals. This technology impacts the use of information and communication profoundly. Its main goal is to provide data storage and net computing services that are secure, rapid, and convenient. In this sense, the small and medium enterprise is the most interested since initial investments are avoided, and the technology allows gradual implementation. The present study aims to introduce the advantages of implementing cloud computing in small and medium enterprises. This paper studies cloud computing and its impact on the organization, which was carried out using a qualitative methodology to show the elements that may get impacted the most and the consequences of its adoption. By interviewing 13 managers and experts from four small and medium companies. Qualitative content analysis and open coding were used to analyze the data. Subsequently, five sub-themes were extracted from the central theme of the impact of cloud implementation on operational management in organizations. The sub-themes included information access, communication, collaborative work, and customer and supplier relationships. We found out that migrating into the cloud for organizations is primarily beneficial, with some exceptions, of course, any system or any technology has flaws, but in the case of the cloud technology, the benefits are more cover the flaws, especially if the implementation was well planned and well maintained, and we provide all the conditions needed for the good functioning of this technology.

Nowadays, the competitive, fast-moving business environment has permanently transformed the supply chain and the management of its functions. Convinced of new opportunities offered by the global economy, Morocco has opted for a new industrial strategy based on Supply chain management practices aimed at improving the performance and making the country an attractive space for global value chains. The main aims of this paper are to evaluate the literature on the different definitions, approaches, trends and practices of the supply chain management, and presents results of a semi-directive qualitative study conducted in Morocco in order to obtain a deeper understanding of the supply chain management practices implemented in the Moroccan context. The results indicate that the practices of companies based in Morocco are highly linked to the management of the supplier and customer relationship and internal integration among the internal functions of the firms.

Social media and customer relationships have become ubiquitous, and every organization now depends on both to manage and meet their organizational targets. Most organizations are now finding it necessary to adopt Social Customer Relationship Management (SCRM) to improve their marketing strategies and facilitate customer expectation of continuity. In essence, there has been a public interest in using SCRM on eco‐friendly brands, and these have become inevitable for the new generation of sustainable marketing organizations. This study investigates the effectiveness of SCRM benefits and examines the relationships among customer commitment, customer trust, customer relationship satisfaction, customer relationship quality, and expectation of continuity. The results revealed that relationship benefits positively influence commitment, trust, satisfaction, and relationship quality; likewise, they influence customer expectation of continuity, except trust, which is not significant. The study provides recommendations for managers to maximize the advantages of the relationship to the expectation of continuity. [ABSTRACT FROM AUTHOR]