1. Exploring social customer relationship management adoption in micro, small and medium-sized enterprisesMarjeta Marolt, Hans Dieter Zimmermann, Anja Žnidaršič, Andreja Pucihar, 2019, original scientific article 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: 4
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2. Enhancing marketing performance through enterprise-initiated customer engagementMarjeta Marolt, Hans Dieter Zimmermann, Andreja Pucihar, 2020, original scientific article Abstract: The exponential speed of technological advancements and the ever-changing needs of customers have changed the way enterprises engage with their customers. However, despite the increasing scholarly interest in the enterprise-initiated perspective of customer engagement (CE) in recent years, it remains unclear what drives enterprises to initiate customer engagement and how enterprise-initiated customer engagement enhances enterprise performance. Thus, the purpose of this study is to develop and evaluate a conceptual model that consists of drivers and outcomes of enterprise-initiated customer engagement. After developing a conceptual model based on previous conceptual approaches to customer engagement, a quantitative survey was undertaken to gather the data from business-to-customer micro, small, and medium-sized enterprises. The data were analyzed using the partial least square path modelling. The findings showed that external pressure and organizational readiness influence enterprise-initiated customer engagement. Enterprise-initiated customer engagement was also found to influence marketing performance. The empirical findings provide insights for managers that explain what drivers may influence enterprise-initiated customer engagement and what benefits they can expect. Overall, this research extends the understanding of the CE domain and provides additional insights for the drivers and outcomes of enterprise-initiated CE.
Keywords: customer engagement, enterprise perspective, marketing performance, drivers
Published in DKUM: 30.01.2025; Views: 0; Downloads: 5
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3. Multi-criteria decision analysis of supply chain practices and firms performance in NigeriaBilqis Bolanle Amole, Sulaimon Olanrewaju Adebiyi, Olamilekan Gbenga Oyenuga, 2021, original scientific article Abstract: Companies are facing numerous pressures and challenges in order to be competitive in the market and meet the requirements of their customers which require an improvement in the supply chain practices of the firms to be more effective and efficient for sustainable competitive advantage. This study examines the use of a multi-criteria decision making method using analytic network process (ANP) to estimate the how supply chain activities of the selected manufacturing firms’ influences its firm performance in other to enhance the satisfaction of customers. The population of the study is the manufacturing firms quoted in the Nigeria stock exchange. An ANP-based questionnaire was administered to Managers of selected manufacturing firms for pairwise comparison of supply chain factors relative influences and dependencies on their customers. A nonlinear network model was built to capture all the factors of supply chain practices and firms performance into clusters, nodes and dependences for the purpose of estimating various influences supply chain practices on the performance of the various companies studied. Data collected were analysed using software of Super decision 3.0 version. The results revealed factors of supply chain practices that have a great connection with one another and strong relationship indicating that without the implementing the key factors of supply chain there would not be a significant improvement in the performance of the organisation which will also affects the desire of the customers. The ANP model has helped to show the interdependencies and feedback among the various factors of practices of supply chain to augment the level of performance of the firms.
Keywords: analytical network process, supply chain, strategic supplier partnership, supply chain integration, outsourcing, customer relationship management
Published in DKUM: 23.08.2024; Views: 74; Downloads: 12
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4. Investigating the impact of resilience, responsiveness, and quality on customer loyalty of MSMEs : empirical evidenceNourhan Ahmed Saad, Sara El Gazzar, Sonja Mlaker Kač, 2022, original scientific article Abstract: Due to the importance of the micro, small, and medium-sized enterprises (MSMEs) sector and the negative implications of COVID-19, which resulted in decreasing resource availability, shortages of supply, declining consumer demand and requirements, and a lack of consumer satisfaction and loyalty, this research investigates the impact of resilience, responsiveness, and quality on customer loyalty in MSMEs. An online questionnaire was conducted on MSMEs’ end consumers in the Egyptian context. The analysis was conducted through Amos and SPSS, and the research hypotheses were tested through covariance-based structural equation modelling for 891 valid questionnaires. The findings exposed that there is a positive significant impact for operational resilience (flexibility and technology adoption), responsiveness (delivery fulfillment and speed and after-sale service), and product/service quality on customer loyalty in terms of behavioral, attitudinal dimensions. It contributes to understanding how MSMEs could enhance their sustainable performance (resilience, responsiveness, quality) to reach better customer loyalty. This research presents insights on how the MSMEs sector can adapt to the dynamic business environment in terms of COVID-19 crisis and consumer behavior, which has changed the nature and needs of the market and consumers. In addition, this research extends the theories of Resource-Based View (RBV), Dynamic Capability View (DCV), and Theory of Consumption Value (TCV) in an empirical contribution through filling the gap in understanding consumers’ needs in terms of resilience, responsiveness, and quality.
Keywords: responsiveness, resilience, quality, Egypt, customer loyalty, micro enterprises, small enterprises, mediumsized enterprises
Published in DKUM: 04.07.2024; Views: 124; Downloads: 41
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5. A Framework for adopting a sustainable reverse logistics service quality for reverse logistics service providers : a systematic literature reviewAhmed Dabees, Mahmoud Barakat, Sahar Sobhy El Barky, Andrej Lisec, 2023, review article Abstract: Reverse logistics has become a competitive need for sustainability. Lack of resources to apply reverse logistics solutions has severely impacted many supply chains’ costs and customer service, making it impossible to meet the expectations of return processing. In those conditions, client demands for higher service quality are the main drivers of effective sustainability operations. This study aims to establish the sustainable reverse logistics service quality (SRLSQ) theoretical framework offered by reverse logistics services providers (RLSPs). The study conducts a systematic methodology protocol by examining reliable academic periodicals using PRISMA guidelines based on the research scope and identified 56 papers from 2011–2022, with the main research focus on SSQ and RLSQ dimensions to develop a research framework. By re-evaluating those factors using the SRLSQ framework and by including sustainability into the service quality approach, this study expanded the practicability of reverse logistic service quality and sustainable service quality. The results point to a knowledge gap when it comes to quantifying the impact of reverse logistics operation process through a triple bottom line approach on customer outcomes, relationship quality (RQ), and mediation of operation risk factor, which could be examined within various contexts in subsequent work.
Keywords: sustainability, reverse logistics, sustainable reverse logistics service quality, customer satisfaction, operational risk
Published in DKUM: 09.04.2024; Views: 204; Downloads: 6
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6. Blockchain technology adoption for improved environmental supply chain performance : the mediation effect of supply chain resilience, customer integration, and green customer information sharingSummer K. Mohamed, Sandra Haddad, Mahmoud Barakat, Bojan Rosi, 2023, original scientific article Abstract: Due to the complexity of building supply chain resilience (SCR) towards long-term environmental sustainability amendments, the use of emerging technologies such as Blockchain Technology (BCT) can be adopted as an innovative tool to enhance the sustainability and resilience of supply chains, especially in uncertain environments. Drawing on the Knowledge-Based View (KBV) and Dynamic Capability View (DCV), this research aims to demonstrate how the adoption of BCT can enhance the environmental supply chain performance (SCP). A total of 603 valid surveys were collected from respondents from manufacturing and service organizations in Egypt. The collected data were analyzed using structural equation modelling, and results revealed that BCT adoption alone had a negative direct impact on environmental SCP. However, when this relationship was mediated by SCR and sequentially mediated by customer integration and green customer information sharing, the results were positive. This research presents insights on how organizations can adapt to dynamic business environments, and, in addition, it extends the theories of KBV and DCV in an empirical contribution by filling the gap in understanding regarding how environmental SCP can be enhanced through the adoption of BCT.
Keywords: blockchain technology, environmental, supply chain, performance, resilience, customer integration, green, information sharing
Published in DKUM: 03.04.2024; Views: 235; Downloads: 8
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7. The development of e-banking services quality measurement instrument : MPQe-BSDomen Malc, Jasmina Dlačić, Aleksandra Pisnik, Borut Milfelner, 2023, original scientific article Abstract: Perceived service quality is a well-researched concept in the marketing literature. Several measurement scales have been proposed, including for banking services, but most apply to the physical service environment. On the other hand, there is a lack of instruments available to measure the quality of banking services in a digital environment. Nowadays, especially pushed by the COVID-19 situation and sustainable development goals promoted by the United Nations, digitalization of services is a new normal. It is often perceived as a green banking practice and a prerequisite to contribute to the SDGs and environment per se. The purpose of this paper is to develop and validate a perceived quality scale of e-banking services. The proposed measurement model was tested on a convenience sample of 335 respondents from Slovenia and Croatia via web-based questionnaires. Content validity, construct validity, dimensionality, and discriminant validity were assessed with EFA and CFA. The results prove that the instrument is appropriate for measuring the perceived quality of e-banking services. It measures six dimensions: efficiency, availability, contact, design, security, and fulfillment. Additional group analysis shows that the scale applies to different cultural contexts. The main limitation of the research is that the instrument measures only the perceived quality of e-banking services provided through online channels. The main theoretical and managerial implications are also discussed.
Keywords: perceived quality, customer satisfaction, e-banking
Published in DKUM: 16.02.2024; Views: 399; Downloads: 33
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8. Investigating the impact of supply chain management practices on customer satisfaction through flexibility and technology adoption : empirical evidenceNourhan Ahmed Saad, Sara El Gazzar, Sonja Mlaker Kač, 2024, original scientific article Abstract: The aim of this research is to empirically investigate the influence of supply chain management practices (SCMPs) on customer satisfaction through the mediating rolesof flexibility and technology adoption. A questionnaire was used to collect data from organizational consumers in the Egyptian context, in which hypotheses were analyzed through covariance-based structural equation modeling for 1009 usable questionnaires. The findings revealed the positive relationship between SCMPs and flexibility, technology adoption, and customer satisfaction. Moreover, it revealed the positive relationship between technology adoption and customer satisfaction, however, the direct impact of flexibility on customer satisfaction is not significant. Empirical evidence also illustrated that technology adoption can significantly mediate the relationship between SCMPs and customer satisfaction.
Keywords: customer satisfaction, Egypt, flexibility, micro, small and medium-sized enterprises, supply chainmanagement practices, technology adoption
Published in DKUM: 15.12.2023; Views: 106; Downloads: 18
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9. The importance of educational service quality for customer satisfaction and organizational reputationMarjeta Ramovš, Borut Milfelner, 2023, original scientific article Abstract: This paper aims to enhance the understanding of the concepts of service
quality, customer satisfaction with service, and organizational reputation in
the context of educational services. The conceptual framework for testing
the relationship between the three constructs was developed and tested
on a sample of 97 educational service users. The results showed no significant
difference between perceived and expected service quality. However,
a positive relationship was found between customer satisfaction and three
subconstructs of perceived service quality. Also, a significant positive correlation
between organizational reputation and three latent variables of
perceived service quality and a positive relationship between satisfaction
and organizational reputation.
Keywords: customer satisfaction, organizational reputation, service delivery, perceived service quality, educational service quality
Published in DKUM: 05.09.2023; Views: 277; Downloads: 18
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10. Private forest owner willingness to mobilise wood from dense, small-diameter tree standsMatevž Triplat, Satu Helenius, Ruben Laina, Nike Krajnc, Thomas Kronholm, Zdenka Ženko, Teppo Hujala, 2023, original scientific article Abstract: Forests are a source of renewable biomass, and their utilisation will play a vital role in the transition towards a climate-neutral economy. Small-diameter tree management could contribute to this transition via providing renewable biomass for sustainable uses and fostering tree growth towards long-lifecycle bioproducts. The utilisation of small-diameter trees in the EU is still low since new technologies and work models are required to make the operations economically profitable, environmentally sound, and socially attractive. The supply of biomass from small-diameter tree stands is dependent on forest owners with diverse perceptions on their forests and diverse ownership objectives. However, there is scarce research on forest owner perceptions on small-diameter tree management, which encompasses home consumption, self-active work, and commercial forestry services. A survey in four EU countries was designed to identify the main factors affecting the motivation of forest owners to mobilise biomass from small-diameter stands. Factor and clustering analyses were used to identify four forest owner segments: weakly-engaged traders, well-being seekers, self-active profit-seekers, and well-informed service users. The willingness to utilise biomass from small-diameter tree stands and participate in the market was shaped by forest owner knowledge of forestry, economic and socio-cultural motivations, and sensitivity to service offerings. Forest owner preferences for market participation are heterogenous, and thus different policy implementation approaches are needed and proposed.
Keywords: profili strank, faktorska analiza, gozdarske storitve, upravljavski cilji, biomasa, komunikacijske strategije, customer profiles, factor analysis, forestry services, management objectives, biomass, communication strategies
Published in DKUM: 10.07.2023; Views: 475; Downloads: 44
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