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Abstract: With the emergence of social media, customer relationship management has undergone noticeable changes and gained a great deal of attention from researchers and practitioners in recent years. In this paper, we provide additional insights into how intensively business-to-customer micro, small and medium-sized enterprises adopt social customer relationship management. Based on the literature review and insights from interviews with six micro, small and medium-sized enterprise owners/managers, we developed a conceptual research model that integrates the antecedents, intensity of social customer relationship management adoption, and performance outcomes. For the intensity of social customer relationship management adoption, we applied process-based conceptualization consisting of the customer engagement process and customer data management process. Then we empirically tested a conceptual research model by using data collected in a survey of 119 micro, small and medium-sized enterprises in Slovenia. We found that not all antecedents are equally relevant to both processes of the intensity of social customer relationship management adoption. Additionally, we found that the intensity of social customer relationship management adoption has a positive effect on customer relationship performance. Based on these findings, we provide recommendations for further research and offer practical implications for micro, small and medium-sized enterprises considering social customer relationship management adoption.
Keywords: social customer relationship management adoption, adoption intensity, antecedent, performance, micro, small and medium-sized enterprises
Published in DKUM: 11.03.2025; Views: 0; Downloads: 3
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Abstract: There has been a global plummeting trend of failure in most manufacturing Small and Medium Enterprises (SMEs) due to purported supply chain inefficiency. It is imperative for clothing manufacturing SMEs in developing nations like Zimbabwe, with reference to Bulawayo Province, which lacks digitization to integrate Information and Communication Technology (ICT) solutions into their supply chain operations to improving efficiency and maintain competitiveness in the global market. Thus, the purpose of the study was to evaluate ICT and supply chain efficiency in the clothing manufacturing SMEs in Bulawayo Province. Employing the pragmatic approach, data were collected using semi-structured questionnaires from a sample of 107 from a total population of 147 that were triangulated with 15 interviews from clothing manufacturing SMEs in Bulawayo. A simple linear regression analysis through Ordinary Least Squares was conducted to test the relationship between ICT and supply chain efficiency. The results show that ICT has a positive and statistically significant effect on cost performance, agility and delivery performance in Bulawayo clothing manufacturing SMEs. By prioritizing ICT adoption, managers can achieve better cost management, increased responsiveness to market demands, and enhanced delivery capabilities. It is recommended that clothing manufacturing SMEs in Bulawayo should embrace the ICT. Further studies should examine the relationship between ICT and supply chain efficiency in manufacturing SMEs across different industries and nations.
Keywords: information and communication technology, supply chain efficiency, SMEs (small and medium enterprises), material requirement planning
Published in DKUM: 17.12.2024; Views: 0; Downloads: 5
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Abstract: The article explores the implementation of digital technology in small and medium-sized Slovenian enterprises (SMEs), with a focus on understanding existing trends, obstacles, and necessary support measures during their digitalization progress. The surveyed companies mainly rely on conventional technologies like websites and teamwork platforms, emphasizing the significance of strong online communication and presence in the modern business world. The adoption of advanced technologies such as blockchain is limited due to the perceived complexity and relevance to specific sectors. This study uses variance analysis to identify potential differences in the digitalization challenges faced by companies of different sizes. The results indicate that small companies face different financial constraints and require more differentiated support mechanisms than their larger counterparts, with a particular focus on improving digital competencies among employees. Despite obtaining enhancements such as elevated operational standards and uninterrupted telecommuting via digitalization, companies still face challenges of differentiation and organizational culture change. The study emphasizes the importance of recognizing and addressing the different challenges and support needs of different-sized companies to promote comprehensive progress in digital transformation. Our findings provide important insights for policymakers, industry stakeholders, and SMEs to formulate comprehensive strategies and policies that effectively address the diverse needs and challenges of the digital transformation landscape.
Keywords: digital transformation, digital technology adoption, small and medium-sized enterprises (SMEs), digitalization challenges, digitalization support
Published in DKUM: 11.04.2024; Views: 299; Downloads: 34
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Abstract: Although agile methods gained popularity and became globally widespread, developing secure software with agile methods remains a challenge. Method elements (i.e., roles, activities, and artifacts) that aim to increase software security on one hand can reduce the characteristic agility of agile methods on the other. The overall aim of this paper is to provide small- and medium-sized enterprises (SMEs) with the means to improve the sustainability of their software development process in terms of software security despite their limitations, such as low capacity and/or financial resources. Although software engineering literature offers various security elements, there is one key research gap that hinders the ability to provide such means. It remains unclear not only how much individual security elements contribute to software security but also how they impact the agility and costs of software development. To address the gap, we identified security elements found in the literature and evaluated them for their impact on software security, agility, and costs in an international study among practitioners. Finally, we developed a novel lightweight approach for evaluating agile methods from a security perspective. The developed approach can help SMEs to adapt their software development to their needs.
Keywords: secure software development, security engineering, agile, small and medium sized enterprises, software development management, security
Published in DKUM: 29.11.2023; Views: 494; Downloads: 7
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Abstract: Background and Purpose: The field of innovation represents for small and medium enterprises (SMEs) a fundamental challenge. If the number of innovative SMEs is to rise, it is necessary to identify key factors determining their innovation activity and eliminate the innovation barriers. The main purpose of the paper is to present the results of primary research focused on identification (evaluation) of key factors and barriers determining innovation activities in Slovak SMEs. The division of SMEs into three groups of enterprises: innovation leaders, modest innovators and non-innovators enables to identify the differences in managers’ perception of the main factors and barriers determining innovation activities in various types of SMEs and to formulate policy implications for Slovak SMEs. Design/Methodology/Approach: Results of the empirical research were processed using MS Excel and the statistical analysis of the data in R3.2.4. statistical system was done. For statistical tests we assumed significance level (α = 0.1). Results: Evaluating the importance of the key factors a majority of enterprises (64.71%) indicated financial resources as the most important factor for the innovations. There is no statistically significant difference in individual (analysed) factors between innovation leaders, non-innovators and innovation followers (modest innovators). The results gained from Fisher exact test (p-value = 0.11) indicated a small difference in evaluating the significance of individual barriers between innovation leaders, non-innovators and modest innovators. Majority of enterprises also see as the main barriers to develop innovation activities bureaucracy and corruption and inappropriate state support of innovation activities. Conclusion: The main implications (conclusion) coming from the research are basic recommendations for state policy makers as well as SME’s managers to foster innovation activities in enterprises. They refer to the areas of financial resources, high-quality human resources, cooperation and participation of SMEs in different networks and clusters, systematic institutional support to SMEs, well-created vision and clearly formulated aims, and willingness of enterprises to innovate. Recommendations are summarised following the results of factor’s and barrier’s evaluation.
Keywords: innovations, small and medium enterprises, factors, barriers, Slovak Republic
Published in DKUM: 04.05.2018; Views: 1263; Downloads: 132
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