IDEAS home Printed from https://ideas.repec.org/a/ers/journl/vxxvy2022i2p376-386.html
   My bibliography  Save this article

Changes in Relationships with Business Customers under the Influence Pandemic on the Example of a Medium-Sized Enterprise in the Paper Industry

Author

Listed:
  • Dariusz Sobotkiewicz
  • Pawel Waniowski

Abstract

Purpose: The aim of this article is to present the changes that have occurred in customer relations as a result of the Covid-19 pandemic. The goal was achieved through an analysis of the literature on the subject and empirical research in a medium-sized enterprise in the paper industry located in Poland. Design/Methodology/Approach: The study presents the following research problem: What changes have occurred in relations with business customers as a result of the Covid 19 pandemic, based on the example of a medium-sized enterprise in the paper industry? In order to solve the research problem, a questionnaire survey and a series of in-depth individual interviews with key business clients of a medium-sized enterprise operating in the paper industry in Poland were conducted. Findings: The conducted research shows that the changes in relations with business customers as a result of the pandemic mainly concerned the strengthening of the role and importance of sales personnel and IT communication tools. Practical Implications: The research results presented in the article can be used by other companies to strengthen their relationships with clients, both individual and business. Originality/ Value: Research carried out in medium-sized paper companies has shown that during the crisis of the pandemic, the role and importance of staff directly in contact with customers increases, the ability to manage variable information, the ability to use IT communication tools and encourage their use by customers.

Suggested Citation

  • Dariusz Sobotkiewicz & Pawel Waniowski, 2022. "Changes in Relationships with Business Customers under the Influence Pandemic on the Example of a Medium-Sized Enterprise in the Paper Industry," European Research Studies Journal, European Research Studies Journal, vol. 0(2), pages 376-386.
    • Handle: RePEc:ers:journl:v:xxv:y:2022:i:2:p:376-386
    as

    Download full text from publisher

    File URL: https://ersj.eu/journal/2927/download
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Thomas Davenport & Abhijit Guha & Dhruv Grewal & Timna Bressgott, 2020. "How artificial intelligence will change the future of marketing," Journal of the Academy of Marketing Science, Springer, vol. 48(1), pages 24-42, January.
    2. Barnes, Paul & Oloruntoba, Richard, 2005. "Assurance of security in maritime supply chains: Conceptual issues of vulnerability and crisis management," Journal of International Management, Elsevier, vol. 11(4), pages 519-540, December.
    3. Diego Norena-Chavez & Ruben Guevara, 2020. "Entrepreneurial Passion and Self-Efficacy as Factors Explaining Innovative Behavior: A Mediation Model," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(3), pages 352-373.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Wronka Anna, 2023. "Analysis of conditions for supporting employee safety during the COVID-19 pandemic in manufacturing companies in Poland," Engineering Management in Production and Services, Sciendo, vol. 15(2), pages 83-95, June.

    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. Darima Fotheringham & Michael A. Wiles, 2023. "The effect of implementing chatbot customer service on stock returns: an event study analysis," Journal of the Academy of Marketing Science, Springer, vol. 51(4), pages 802-822, July.
    2. Leah Warfield Smith & Randall Lee Rose & Alex R. Zablah & Heath McCullough & Mohammad “Mike” Saljoughian, 2023. "Examining post-purchase consumer responses to product automation," Journal of the Academy of Marketing Science, Springer, vol. 51(3), pages 530-550, May.
    3. Diego Norena-Chavez, 2022. "Influence of SARS-CoV-2 on the Mediating Effect of Entrepreneurial Passion in the Relationship between Entrepreneurial Self-Efficacy and Innovative Behavior," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(1), pages 125-139.
    4. Xueni Gou & Jasmine Siu Lee Lam, 2019. "Risk analysis of marine cargoes and major port disruptions," Maritime Economics & Logistics, Palgrave Macmillan;International Association of Maritime Economists (IAME), vol. 21(4), pages 497-523, December.
    5. Latinovic, Zoran & Chatterjee, Sharmila C., 2022. "Achieving the promise of AI and ML in delivering economic and relational customer value in B2B," Journal of Business Research, Elsevier, vol. 144(C), pages 966-974.
    6. Shengliang Zhang & Chaoying Huang & Xiaodong Li & Ai Ren, 2022. "Understanding Impacts of Service Robots with the Revised Gap Model," Sustainability, MDPI, vol. 14(5), pages 1-23, February.
    7. Teck Ming Tan & Saila Saraniemi, 2023. "Trust in blockchain-enabled exchanges: Future directions in blockchain marketing," Journal of the Academy of Marketing Science, Springer, vol. 51(4), pages 914-939, July.
    8. Lee, Hyoungjin & Park, Junmin & Chung, Chris Changwha, 2022. "CEO compensation, governance structure, and foreign direct investment in conflict-prone countries," International Business Review, Elsevier, vol. 31(6).
    9. Cambra-Fierro, Jesús & Polo-Redondo, Yolanda & Trifu, Andreea, 2021. "Short-term and long-term effects of touchpoints on customer perceptions," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    10. Ayat Sami ODEIBAT, 2021. "The Effect Of Technology Evolution On The Future Of Jobs," Network Intelligence Studies, Romanian Foundation for Business Intelligence, Editorial Department, issue 17, pages 57-67, June.
    11. Poushneh, Atieh, 2021. "Impact of auditory sense on trust and brand affect through auditory social interaction and control," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    12. Mandler, Timo & Sezen, Burcu & Chen, Jieke & Özsomer, Ayşegül, 2021. "Performance consequences of marketing standardization/adaptation: A systematic literature review and future research agenda," Journal of Business Research, Elsevier, vol. 125(C), pages 416-435.
    13. Chunlin Yuan & Shuman Wang & Yue Liu, 2023. "AI service impacts on brand image and customer equity: empirical evidence from China," Journal of Brand Management, Palgrave Macmillan, vol. 30(1), pages 61-76, January.
    14. Yihua Wu & Muhammad Farrukh & Ali Raza & Fanchen Meng & Imtiaz Alam, 2021. "Framing the evolution of the corporate social responsibility and environmental management journal," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 28(4), pages 1397-1411, July.
    15. Laith T. Khrais, 2020. "Role of Artificial Intelligence in Shaping Consumer Demand in E-Commerce," Future Internet, MDPI, vol. 12(12), pages 1-14, December.
    16. Ertugrul Uysal & Sascha Alavi & Valéry Bezençon, 2022. "Trojan horse or useful helper? A relationship perspective on artificial intelligence assistants with humanlike features," Journal of the Academy of Marketing Science, Springer, vol. 50(6), pages 1153-1175, November.
    17. Lee, Kuo-Wei & Li, Chia-Ying, 2023. "It is not merely a chat: Transforming chatbot affordances into dual identification and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    18. Li, Chia-Ying & Zhang, Jin-Ting, 2023. "Chatbots or me? Consumers’ switching between human agents and conversational agents," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    19. Jana Holthöwer & Jenny Doorn, 2023. "Robots do not judge: service robots can alleviate embarrassment in service encounters," Journal of the Academy of Marketing Science, Springer, vol. 51(4), pages 767-784, July.
    20. Anand, Amitabh & Singh, Sanjay Kumar & Bowen, Melanie & Rangarajan, Deva, 2024. "Strategic renewal during crises - A pragmatist proposition for multinational enterprises in a globalized world," Journal of International Management, Elsevier, vol. 30(3).

    More about this item

    Keywords

    Business relations; change in relationships; crisis.;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • L29 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Other
    • L22 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Firm Organization and Market Structure

    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:ers:journl:v:xxv:y:2022:i:2:p:376-386. 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: Marios Agiomavritis (email available below). General contact details of provider: https://ersj.eu/ .

    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.