Customer relationship management in family-owned SMEs in times of crisis: Lessons from a case study (notice n° 221434)
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| fixed length control field | 01946cam a2200313 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250112060142.0 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | fre |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | dc |
| 100 10 - MAIN ENTRY--PERSONAL NAME | |
| Personal name | El Hail, Chifae |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | Customer relationship management in family-owned SMEs in times of crisis: Lessons from a case study |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2022.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 56 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | In the context of the COVID-19 pandemic and the accompanying global economic crisis, our research project studies the customer relationship management (CRM) practices adopted by Moroccan family-owned SMEs, focusing on their strengths and specificities. Through a single case study with an exploratory and comprehensive aim, we analyze the CRM strategies mobilized by family-owned SMEs to mitigate customer dissatisfaction and prevent customer attrition, in a context marked by disruptions in supply chains. Our results show that the family-owned SME is essentially inspired by the strategy of perseverance to develop effective CRM practices that allow it to adapt to the crisis in the short term and emerge stronger in the long term. Moreover, our results show the new opportunities that such a crisis brings and how family-owned SMEs adapt, while building on their strengths and resilience capacities. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | supply chain disruptions |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | customer relationship management (CRM) |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | COVID-19 |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | crisis management |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | case study |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | family-owned SMEs |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Family small and medium enterprise |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | supply chain disruptions |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Customer relationship management (CRM) |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | crisis management. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Covid-19 |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | case study |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | El Koraichi, Mustapha |
| Relator term | author |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Revue Management & Innovation | o 6 | 2 | 2022-11-08 | p. 169-190 | 2658-9222 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/journal-revue-management-et-innovation-2022-2-page-169?lang=en">https://shs.cairn.info/journal-revue-management-et-innovation-2022-2-page-169?lang=en</a> |
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