Impact of sustainable supply chain management and customer relationship management on organizational performance

Abstract

PurposeThis paper aims to assess the effect of sustainable supply chain management (SSCM) , competitive advantage (CA) and customer relationship management (CRM) on organizational performance (OP).Design/methodology/approachA self-administered questionnaire was employed in the present study as a research tool, consisting of 20 items. Information was gathered from 93 executives employed in the supply chain management (SCM) division of the multiple organizations in Chattogram, the commercial hub of Bangladesh and the findings of the research were evaluated using SMART PLS 3.0.FindingsThe findings supported the hypotheses that were formulated. The analysis shows that SSCM and CRM are significantly related to OP. The results show, however, a positive but insignificant relationship between CA and OP. In developing countries, SSCM and CA are more likely to be employed by businesses in order to accomplish OP. However, the relation between CRM and OP has been given comparatively less importance. It has been suggested that CRM, together with SSCM, should be considered in order to achieve OP.Originality/valueEarlier study neglected to use the CRM in the measurement of OP along with CA and SSCM. This research seeks to emphasize the influence of CRM in the organization, together with SSCM. This lets companies understand the effect of SSCM and CRM in general since those companies must respond to consumer demands to product and industry developments and transfer appropriate resources to enhance manufacturing processes that combine technological and managerial efficiency.

Responsible behavior

“…The current global supply chain environment is increasingly complex and dynamic, with globalization, digitization, and sustainability posing significant challenges to those involved. Customer relationship management (CRM) is now seen as a part of SCM, according to the work of Das and Hassan (2021), in part due to the impact external stakeholder pressure relating to sustainability has had on SCM overall. It is becoming increasingly beneficial for organizations to include CRM with SCM as the overall management strategies of both are interlinked.…”

“…The research of Das and Hassan (2021) has indicated that SSCM does have a significant and positive effect on organizational performance and competitive advantage. This comes from both the beneficial effects of implementing sustainable practices, as well as the better management of supply chains the renewed focus on sustainability has caused.…”

The Role of E–Supply Chain Management, E–Service Quality and E–Customer Relationship Management on Customer Satisfaction of Defense Industries

“…The increase in defense industries visitors is based on consumer or customer satisfaction provided by the defense industries . In addition, this is also based on the fact that consumers are changing their lifestyles and relying on e-commerce to fulfill their lives According to Dhanalakshmi et al (2020); Das, & Hassan (2021); Dragomirov, N. (2020) customer or consumer satisfaction is a level of a person's feelings which states the results of the comparison of the services or products he receives with what he expects. Therefore, to meet consumer satisfaction, there are several important factors to meet the satisfaction of these consumers.…”

“…The measured aspect of E-Service Quality or known as Online Service Quality is the degree to which a website or marketplace application can facilitate effectively and efficiently to make purchases, delivery and sales of both products and services. According to Das & Hassan (2021); Dragomirov, N. (2020); Haudi, et al (2021) According to Huda et al (2021); Hwihanus et al ( 2022) Besides E -Service Quality, the marketplace can also improve with Online Delivery Service Quality or E -Supply Chain Management. According to Huda et al (2021); Hwihanus et al (2022); Purwanto et al ( 2021) E -Supply Chain Management here is what is meant by consumer confidence in the delivery process that can be more effective and efficient.…”

Impact of Efficient Resource Management Practices on Sustainable Performance: Moderating Role of Innovative Culture-Evidence From Oil and Gas Firms

“…In this work, the resource management approach, which included “waste management, energy management, and resource management,” was represented as a second-order construct. Waste management refers to practices such as element evaluation, the 4R program “reduce, reuse, recycle, and recover.” Das and Hassan ( 2021 ) focused on reducing resource usage and waste manufacturing. Energy management includes techniques such as “energy conservation programmes, frequent energy audits, the use of electricity devices, and the use of sustainable power to reduce energy use and its environmental impact” (Aray et al, 2021 ).…”