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How small-and-medium transportation companies handle asymmetric customer relationships under COVID-19 pandemic: A multi-method study()
The COVID-19 outbreak has created major challenges for transportation companies. Grounded in the dynamic capabilities view theory, this paper adopts a multi-methodological operations management approach to derive scientifically sound insights with regard to handling key customer relationships in the...
Autores principales: | , |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
Elsevier Ltd.
2021
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9760561/ https://www.ncbi.nlm.nih.gov/pubmed/36569350 http://dx.doi.org/10.1016/j.tre.2021.102249 |
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author | Mitręga, Maciej Choi, Tsan-Ming |
author_facet | Mitręga, Maciej Choi, Tsan-Ming |
author_sort | Mitręga, Maciej |
collection | PubMed |
description | The COVID-19 outbreak has created major challenges for transportation companies. Grounded in the dynamic capabilities view theory, this paper adopts a multi-methodological operations management approach to derive scientifically sound insights with regard to handling key customer relationships in the crisis. To be specific, first, qualitative interviews with representatives of small carriers and forwarders as well as an examination of their social media posting are conducted. The qualitative research reveals the customer relationships situation of transportation companies during the COVID-19 pandemic. What specific actions build relational capabilities during the COVID-19 pandemic is uncovered. The research model is then tested based on the survey with one hundred Polish SME carriers. Several insights are generated. First, this study provides evidence that among various available networking routines, companies should concentrate on relationship monitoring, conflict handling, and selective relationship downsizing, while initiating new partnerships does not appear to be beneficial. Second, this study suggests that the positive influence of relational caps on company performance is moderated positively by contracts signed between partners and negatively by the financial debt of focal companies. Finally, this study discusses its results with regard to other studies on business relationships in dramatic environmental changes and highlights the corresponding implications. |
format | Online Article Text |
id | pubmed-9760561 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2021 |
publisher | Elsevier Ltd. |
record_format | MEDLINE/PubMed |
spelling | pubmed-97605612022-12-19 How small-and-medium transportation companies handle asymmetric customer relationships under COVID-19 pandemic: A multi-method study() Mitręga, Maciej Choi, Tsan-Ming Transp Res E Logist Transp Rev Article The COVID-19 outbreak has created major challenges for transportation companies. Grounded in the dynamic capabilities view theory, this paper adopts a multi-methodological operations management approach to derive scientifically sound insights with regard to handling key customer relationships in the crisis. To be specific, first, qualitative interviews with representatives of small carriers and forwarders as well as an examination of their social media posting are conducted. The qualitative research reveals the customer relationships situation of transportation companies during the COVID-19 pandemic. What specific actions build relational capabilities during the COVID-19 pandemic is uncovered. The research model is then tested based on the survey with one hundred Polish SME carriers. Several insights are generated. First, this study provides evidence that among various available networking routines, companies should concentrate on relationship monitoring, conflict handling, and selective relationship downsizing, while initiating new partnerships does not appear to be beneficial. Second, this study suggests that the positive influence of relational caps on company performance is moderated positively by contracts signed between partners and negatively by the financial debt of focal companies. Finally, this study discusses its results with regard to other studies on business relationships in dramatic environmental changes and highlights the corresponding implications. Elsevier Ltd. 2021-04 2021-02-13 /pmc/articles/PMC9760561/ /pubmed/36569350 http://dx.doi.org/10.1016/j.tre.2021.102249 Text en © 2021 Elsevier Ltd. All rights reserved. Since January 2020 Elsevier has created a COVID-19 resource centre with free information in English and Mandarin on the novel coronavirus COVID-19. The COVID-19 resource centre is hosted on Elsevier Connect, the company's public news and information website. Elsevier hereby grants permission to make all its COVID-19-related research that is available on the COVID-19 resource centre - including this research content - immediately available in PubMed Central and other publicly funded repositories, such as the WHO COVID database with rights for unrestricted research re-use and analyses in any form or by any means with acknowledgement of the original source. These permissions are granted for free by Elsevier for as long as the COVID-19 resource centre remains active. |
spellingShingle | Article Mitręga, Maciej Choi, Tsan-Ming How small-and-medium transportation companies handle asymmetric customer relationships under COVID-19 pandemic: A multi-method study() |
title | How small-and-medium transportation companies handle asymmetric customer relationships under COVID-19 pandemic: A multi-method study() |
title_full | How small-and-medium transportation companies handle asymmetric customer relationships under COVID-19 pandemic: A multi-method study() |
title_fullStr | How small-and-medium transportation companies handle asymmetric customer relationships under COVID-19 pandemic: A multi-method study() |
title_full_unstemmed | How small-and-medium transportation companies handle asymmetric customer relationships under COVID-19 pandemic: A multi-method study() |
title_short | How small-and-medium transportation companies handle asymmetric customer relationships under COVID-19 pandemic: A multi-method study() |
title_sort | how small-and-medium transportation companies handle asymmetric customer relationships under covid-19 pandemic: a multi-method study() |
topic | Article |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9760561/ https://www.ncbi.nlm.nih.gov/pubmed/36569350 http://dx.doi.org/10.1016/j.tre.2021.102249 |
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