TY - JOUR
T1 - Profitability, Customer, Operations, And Logistics Management in MSMEs During The COVID-19 Pandemic
AU - Solís-Rivera, Luis Ricardo
AU - Leiva, Juan Carlos
AU - Mora-Esquivel, Ronald
N1 - Publisher Copyright:
© Universidad Alberto Hurtado, Facultad de Economía y Negocios.
PY - 2024/7/11
Y1 - 2024/7/11
N2 - 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.
AB - 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.
KW - COVID-19
KW - customer relationship management
KW - MSMEs
KW - operations and logistics management
KW - profitability
UR - http://www.scopus.com/inward/record.url?scp=85201525363&partnerID=8YFLogxK
M3 - Artículo
AN - SCOPUS:85201525363
SN - 0718-2724
VL - 19
SP - 67
EP - 84
JO - Journal of Technology Management and Innovation
JF - Journal of Technology Management and Innovation
IS - 2
ER -
