IDEAS home Printed from https://ideas.repec.org/a/col/000129/019335.html
   My bibliography  Save this article

Coping with earthquakes and COVID-19: A perspective of customer relationship management

Author

Listed:
  • Karen L. Orengo-Serra
  • María Sánchez-Jauregui

Abstract

This study describes Customer Relationship Management (CRM) resiliency activities carried out in Puerto Rico by small and mediumsized enterprises (SMEs) during a series of earthquakes and the COVID-19 pandemic. The objective of the study is to provide strategies to help businesses move forward and cope with negative effects of unexpected disruptive events. The data gathering process comprised 121 firms surveyed and 7 in-depth interviews with business owners and managers operating in Puerto Rico. Results reveal that reinforcing customer communications, followed by distribution and logistics re-engineering were some of the CRM resilience strategies frequently used by SMEs. By backing up their Critical Infrastructure (CI), businesses avoid telecommunications interruptions and stay in communication with stakeholders mainly via satellite and mobile Wi-Fi connections.

Suggested Citation

  • Karen L. Orengo-Serra & María Sánchez-Jauregui, 2021. "Coping with earthquakes and COVID-19: A perspective of customer relationship management," Estudios Gerenciales, Universidad Icesi, vol. 37(159), pages 318-331, June.
    • Handle: RePEc:col:000129:019335
    DOI: 10.18046/j.estger.2021.159.4435
    as

    Download full text from publisher

    File URL: https://doi.org/10.18046/j.estger.2021.159.4435
    Download Restriction: no
    File URL: https://libkey.io/10.18046/j.estger.2021.159.4435?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. V. Kumar & Werner Reinartz, 2018. "Future of CRM," Springer Texts in Business and Economics, in: Customer Relationship Management, edition 3, chapter 18, pages 385-404, Springer.
    2. Xin Gu & Shan Ying & Weiqiang Zhang & Yewei Tao, 2020. "How Do Firms Respond to COVID-19? First Evidence from Suzhou, China," Emerging Markets Finance and Trade, Taylor & Francis Journals, vol. 56(10), pages 2181-2197, August.
    3. V. Kumar & Werner Reinartz, 2018. "Customer Relationship Management," Springer Texts in Business and Economics, Springer, edition 3, number 978-3-662-55381-7, June.
    4. Julie Freeman & Linda Hancock, 2017. "Energy and communication infrastructure for disaster resilience in rural and regional Australia," Regional Studies, Taylor & Francis Journals, vol. 51(6), pages 933-944, June.
    5. Paul Hong & Chenglei Huang & Bo Li, 2012. "Crisis management for SMEs: insights from a multiple-case study," International Journal of Business Excellence, Inderscience Enterprises Ltd, vol. 5(5), pages 535-553.
    6. Rui Albuquerque & Yrjo Koskinen & Shuai Yang & Chendi Zhang, 0. "Resiliency of Environmental and Social Stocks: An Analysis of the Exogenous COVID-19 Market Crash," Review of Corporate Finance Studies, Oxford University Press, vol. 9(3), pages 593-621.
    7. Rui Albuquerque & Yrjo Koskinen & Shuai Yang & Chendi Zhang, 2020. "Resiliency of Environmental and Social Stocks: An Analysis of the Exogenous COVID-19 Market Crash," The Review of Corporate Finance Studies, Society for Financial Studies, vol. 9(3), pages 593-621.
    8. Pantano, Eleonora & Pizzi, Gabriele & Scarpi, Daniele & Dennis, Charles, 2020. "Competing during a pandemic? Retailers’ ups and downs during the COVID-19 outbreak," Journal of Business Research, Elsevier, vol. 116(C), pages 209-213.
    9. Eggers, Fabian, 2020. "Masters of disasters? Challenges and opportunities for SMEs in times of crisis," Journal of Business Research, Elsevier, vol. 116(C), pages 199-208.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Zouheir El‐Sahli & Mouyad Alsamara, 2023. "Resilience in the time of COVID‐19: Lessons learned from Middle East and North Africa small‐ and medium‐sized enterprises," The Developing Economies, Institute of Developing Economies, vol. 61(3), pages 181-231, September.
    2. Anatol Melega & Veronica Grosu & Anamaria Geanina Macovei, 2022. "The Covid-19 Pandemic and the Global Value of Companies in Emerging Economy Countries," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(2), pages 901-910, Decembrie.
    3. Sobhesh Kumar Agarwalla & Jayanth R. Varma & Vineet Virmani, 2021. "Rational repricing of risk during COVID‐19: Evidence from Indian single stock options market," Journal of Futures Markets, John Wiley & Sons, Ltd., vol. 41(10), pages 1498-1519, October.
    4. Huang, Shoujun & Liu, Hezhe, 2021. "Impact of COVID-19 on stock price crash risk: Evidence from Chinese energy firms," Energy Economics, Elsevier, vol. 101(C).
    5. Ali Zackery & Joseph Amankwah-Amoah & Zahra Heidari Darani & Shiva Ghasemi, 2022. "COVID-19 Research in Business and Management: A Review and Future Research Agenda," Sustainability, MDPI, vol. 14(16), pages 1-32, August.
    6. Wang, Fengrong & Mbanyele, William & Muchenje, Linda, 2022. "Economic policy uncertainty and stock liquidity: The mitigating effect of information disclosure," Research in International Business and Finance, Elsevier, vol. 59(C).
    7. Danisman, Gamze Ozturk & Tarazi, Amine, 2024. "ESG activity and bank lending during financial crises," Journal of Financial Stability, Elsevier, vol. 70(C).
    8. Ducret, Romain, 2021. "Investors' perception of business group membership during an economic crisis : Evidence from the COVID-19 pandemic," FSES Working Papers 524, Faculty of Economics and Social Sciences, University of Freiburg/Fribourg Switzerland.
    9. Hasan, Iftekhar & Politsidis, Panagiotis N. & Sharma, Zenu, 2021. "Global syndicated lending during the COVID-19 pandemic," Journal of Banking & Finance, Elsevier, vol. 133(C).
    10. Azmi, Wajahat & Hassan, M. Kabir & Houston, Reza & Karim, Mohammad Sydul, 2021. "ESG activities and banking performance: International evidence from emerging economies," Journal of International Financial Markets, Institutions and Money, Elsevier, vol. 70(C).
    11. Díaz, Violeta & Ibrushi, Denada & Zhao, Jialin, 2021. "Reconsidering systematic factors during the Covid-19 pandemic – The rising importance of ESG," Finance Research Letters, Elsevier, vol. 38(C).
    12. Andrieș, Alin Marius & Ongena, Steven & Sprincean, Nicu, 2021. "The COVID-19 Pandemic and Sovereign Bond Risk," The North American Journal of Economics and Finance, Elsevier, vol. 58(C).
    13. Hans B. Christensen & Luzi Hail & Christian Leuz, 2021. "Mandatory CSR and sustainability reporting: economic analysis and literature review," Review of Accounting Studies, Springer, vol. 26(3), pages 1176-1248, September.
    14. Dusko Ursic & Andrej Smogavc Cestar, 2022. "Crisis Management and CSR in Slovenian Companies: The Impact of the COVID-19 Pandemic," Sustainability, MDPI, vol. 14(5), pages 1-16, February.
    15. Michal Bernardelli & Zbigniew Korzeb & Pawel Niedziolka, 2021. "The banking sector as the absorber of the COVID-19 crisis’ economic consequences: perception of WSE investors," Oeconomia Copernicana, Institute of Economic Research, vol. 12(2), pages 335-374, June.
    16. Gregory, Richard Paul, 2022. "ESG scores and the response of the S&P 1500 to monetary and fiscal policy during the Covid-19 pandemic," International Review of Economics & Finance, Elsevier, vol. 78(C), pages 446-456.
    17. Chen, Zhongdong & Schmidt, Adam & Wang, Jin’ai, 2021. "Retail investor risk-seeking, attention, and the January effect," Journal of Behavioral and Experimental Finance, Elsevier, vol. 30(C).
    18. Ding, Wenzhi & Levine, Ross & Lin, Chen & Xie, Wensi, 2021. "Corporate immunity to the COVID-19 pandemic," Journal of Financial Economics, Elsevier, vol. 141(2), pages 802-830.
    19. Fatica, Serena & Panzica, Roberto, 2024. "Sustainable investing in times of crisis: Evidence from bond holdings and the COVID-19 pandemic," Journal of Banking & Finance, Elsevier, vol. 166(C).
    20. Sherif. M. Hassan & John M. Riveros Gavilanes, 2021. "First to React Is the Last to Forgive: Evidence from the Stock Market Impact of COVID 19," JRFM, MDPI, vol. 14(1), pages 1-25, January.

    More about this item

    Keywords

    customer relationship management; resiliency; Puerto Rico; COVID-19; earthquakes;
    All these keywords.

    JEL classification:

    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:col:000129:019335. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Coordinador ICESI (email available below). General contact details of provider: https://edirc.repec.org/data/fciceco.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.