Digital transformation and customer value creation in Made in Italy SMEs: A dynamic capabilities perspective

Matarazzo, Michela; Penco, Lara; Profumo, Giorgia; Quaglia, Roberto

doi:10.1016/j.jbusres.2020.10.033

Cited by 658 publications

(458 citation statements)

References 94 publications

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“…Spanish SMEs are encouraged to change their business models and adapt to changing market trends by using digitalization strategies so that they have added value and can compete at European and international levels (Gavrila Gavrila and de Lucas Ancillo, 2021). Such forms of digitization as Facebook, Instagram, Twitter, and the Web are media used by businesses to increase sales that can reach many people while saving costs (Matarazzo et al, 2021). Social media and mobile applications change the strategy of communication, interaction, and collaboration within companies (Lamberton and Rose, 2012).…”

Section: Figure 2 Smes Business Activitiesmentioning

confidence: 99%

Digitalization in increasing SMEs productivity in the post COVID-19 pandemic period

Kala'lembang¹

2021

Management and entrepreneurship: trends of development

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The COVID-19 pandemic caused the global upheaval which resulted in the economic growth to be stunted and had a negative impact on the sustainability of SMEs. The panic occurred causing uncontrolled spending in order to promote the recovery. This study aims to examine the post COVID-19 pandemic opportunities for SMEs by utilizing digitization. With the use of SMEs digitalization, it is easy to attract and retain potential customers, ameliorate communication, save costs, and improve relationships with business partners. The author considers digitization as a smart solution to increase SMEs productivity.

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Section: Figure 2 Smes Business Activitiesmentioning

confidence: 99%

Digitalization in increasing SMEs productivity in the post COVID-19 pandemic period

Kala'lembang¹

2021

Management and entrepreneurship: trends of development

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“…While marketing involves a collection of findings obtained after analyzing the market that causes for successful sales. Hence, marketing is the set of institutions, processes, and activities for communicating, exchanging, creating, and delivering offerings that have purpose and value for clients, society, partners, and customers at large [15]. According to previous study results, basic marketing purposes can be described with the following five main areas.…”

Section: B Marketing and Customer Satisfactionmentioning

confidence: 99%

The Relationship between CRM Strategy and Customer Satisfaction in Rice Business in North-Eastern Thailand

Kerdpitak¹

2021

Journal of Southwest Jiaotong University

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A combination of strategies, practices, and technologies to analyze and manage customer data and interaction throughout the customer lifecycle by the organizations is known as customer relationship management (CRM). The primary objective of CRM is to enhance customer retention, increase customer service relationships, and boost sales growth. According to the current study, CRM strategy, or the organizations involved in the rice business, directly impact customer satisfaction and business performance, particularly in North Eastern Thailand. CRM strategies, such as sales, feedback, marketing, and support, positively impact customer satisfaction and business performance. Hence, this research was carried out to investigate a fundamental factor influencing the business performance of rice production in the northeast of Thailand. The conceptual framework was developed from the competitive advantage theory of business organizations and other contemporaneous research in rice business performance. Accordingly, the study considered the importance of sales, marketing, support, feedback, and customer satisfaction employing a quantitative research approach. A questionnaire was used for data collection from 420 managers of the rice business of community enterprises in Northeastern Thailand. Finally, data were analyzed using structural equation modeling (SEM) to examine the actual rice business performance of the organizations studied through all operational links in the CRM. It is concluded that increased sales, feedback, marketing, and sales increase customer satisfaction and the concerned organizations’ business performance. The current study is an excellent contribution for the practitioners to improve their business performance.

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“…These dynamic capabilities take the form of skills, processes, procedures, organizational structures, and decisions that motivate and promote the detection (sensing) and capture (seizing) of opportunities in order to reconfigure (transform) their capabilities (Teece, 2007 ). As several studies show, the development of dynamic capabilities impacts SME performance and growth (He and Wong, 2004 ; Lubatkin et al, 2006 ; Macpherson and Holt, 2007 ; Protogerou et al, 2008 ; Sunday and Vera, 2018 ) and is vital for implementing Industry 4.0 approaches (Garbellano and Da Veiga, 2019 ) and digitalization (Matarazzo et al, 2021 ).…”

Section: Introductionmentioning

confidence: 99%

“…As several studies show, the development of dynamic capabilities impacts SME performance and growth (He and Wong, 2004;Lubatkin et al, 2006;Macpherson and Holt, 2007;Protogerou et al, 2008;Sunday and Vera, 2018) and is vital for implementing Industry 4.0 approaches (Garbellano and Da Veiga, 2019) and digitalization (Matarazzo et al, 2021). However, currently, there is a limited understanding of how SMEs are approaching digitalization from a dynamic capabilities perspective.…”

Section: Introductionmentioning

confidence: 99%

A Digital Capabilities Dataset From Small- and Medium-Sized Enterprises in the Basque Country (Spain)

Aramburu

North²,

Zubillaga

et al. 2021

Front. Psychol.

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Digital transformation and customer value creation in Made in Italy SMEs: A dynamic capabilities perspective

Cited by 658 publications

References 94 publications

Digitalization in increasing SMEs productivity in the post COVID-19 pandemic period

Digitalization in increasing SMEs productivity in the post COVID-19 pandemic period

The Relationship between CRM Strategy and Customer Satisfaction in Rice Business in North-Eastern Thailand

A Digital Capabilities Dataset From Small- and Medium-Sized Enterprises in the Basque Country (Spain)

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