Mapping Research on Customer Centricity and Sustainable Organizations

Pardo-Jaramillo, Sergio; Muñoz-Villamizar, Andrés; Soto, Ignacio Osuna; Roncancio, Rolando

doi:10.3390/su12197908

Cited by 14 publications

(26 citation statements)

References 73 publications

(84 reference statements)

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“…The systematic literature review methodology aims to understand how the concepts evolved, using the papers selected after the systematic literature review process analysis. The databases used for the analysis were Scopus (www.scopus.com) and Web of Science (www.webofknowledge.com) accessed on 13 May 2021, this databases are frequently used by researchers across various disciplines, especially for management research [39]. The former "is the largest abstract and citation database of peer-reviewed literature: scientific journals, books, and conference proceedings" [40], and the latter "is the world's most trusted publisher-independent global citation database" [41].…”

Section: Literature Selection and Data Sourcesmentioning

confidence: 99%

Sustainability and Resilience Organizational Capabilities to Enhance Business Continuity Management: A Literature Review

et al. 2021

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Although organizational sustainability and organizational resilience are critical dynamic capabilities for business continuity management, especially in times of crisis such as the COVID-19 pandemic, there are few studies that analyze the relationship between these three concepts to understand risks management. For this reason, our study analyzes these relationships to contribute to a better understanding of the subject and to propose future lines of research. We use bibliometric and content analysis, based on the Web Of Science and Scopus databases, during the period between 1998 and 13 May 2021. Main findings indicate that there is a bidirectional relationship between organizational sustainability capabilities and organizational resilience capabilities, but there is not enough evidence of their relationship with business continuity management. Additionally, results allow us to infer that there are four groups of relationships between them: (1) From Risk Management to Business Continuity Management and Organizational Resilience; (2) Resilience and Business Continuity practices; (3) Business Continuity contribution to Innovation and Sustainability; (4) Dynamic Capabilities for Organizational Sustainability and Organizational Resilience to enhance Business Continuity Management. Moreover, different stages were identified to understand the impact of organizational sustainability capabilities and organizational resilience capabilities on business continuity management facing disruptive events.

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Section: Literature Selection and Data Sourcesmentioning

confidence: 99%

Sustainability and Resilience Organizational Capabilities to Enhance Business Continuity Management: A Literature Review

et al. 2021

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“…More generally, the current paper contributes to a relatively recent literature stream focusing on the synergies of agility and sustainability [10,27,28,38,39]. In fact, the paper shows how quality management, as a key practice in agile companies, could articulate with sustainability assessment through coupling DMAIC methodology and KPIs.…”

Section: Discussionmentioning

confidence: 87%

“…This is evidenced through a single case study in AM domain. In this research orientation, sustainability requirements are not considered as a constraint but rather as an opportunity for additional value creation [27,28,40]. Customers play a major role at this point as a driving force for increasing companies' awareness of their CSR and ultimately improving their sustainability on the long run.…”

Section: Discussionmentioning

confidence: 99%

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A DMAIC Framework to Improve Quality and Sustainability in Additive Manufacturing—A Case Study

2022

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Additive manufacturing as a key Industry 4.0 technology brings radical changes to how we execute production and services operations. However, this innovative technology has not reached maturity and research and development are still in progress to unleash its full sustainability potential. This paper aims to provide operational guidance to decision makers to jointly improve quality and sustainability performance of additive manufacturing processes. We propose a framework based on the DMAIC (Define/Measure/Analyze/Improve/Control) methodology and comprehensive pool of targeted key performance indicators (KPIs) and illustrate this framework through a single case study. The paper evidences the feasibility of extending DMAIC to the growing additive manufacturing domain to achieve quality and sustainability objectives. The case study uncovered some challenges, e.g., the need for customization to a company/industry context, which must be addressed in order to widely apply the proposed framework successfully.

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“…Without consumers, a business entity cannot survive [94]. SMEs can become stable and sustainable by implementing (1) sustainable development with a customer-focused perspective and sales, (2) sustainability in trade, and (3) customer-centricity and sustainability [95]. Thus, every business venture must be able to provide products/services that can meet the needs and desires of consumers so as to achieve consumer satisfaction.…”

Section: Smes' Product Quality and Service Qualitymentioning

confidence: 99%

Economic Business Sustainability and Strengthening Human Resource Capacity Based on Increasing the Productivity of Small and Medium Enterprises (SMEs) in Makassar City, Indonesia

Hernita¹,

Surya

Perwira³

et al. 2021

Sustainability

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The dynamics of urban development coupled with economic growth have contributed positively to the development of small and medium enterprises (SMEs). Optimizing the utilization and strengthening of the capacity of SMEs’ human resources will encourage increased productivity of economic enterprises and the sustainability of small and medium enterprises (SMEs). This study aims to analyze (1) strengthening the capacity of human resources (HR) of small and medium enterprises to work as a determinant of increasing the productivity of small and medium enterprises (SMEs) and labor absorption; (2) the effect of strengthening the capacity of human resources (HR), business productivity, technology utilization, and business diversification on the sustainability of small and medium enterprises (SMEs); and (3) optimizing the role of government in supporting business development, increasing productivity, business stability and sustainability of small and medium enterprises (SMEs). This study uses a sequential explanatory design approach. Data were obtained through observation, in-depth interviews, surveys, and documentation. Qualitative analysis in this study was carried out through a process of data reduction, data presentation, and conclusion drawing, while the quantitative analysis in this study uses quantitative descriptive analysis, correlation, and multiple regression. The results showed that strengthening the capacity of human resources, coupled with the use of technology, and followed by diversification of business, had a positive contribution to increasing the productivity of small and medium enterprises (SMEs). Furthermore, strengthening human resource capacity, business productivity, technology utilization, and business diversification simultaneously have a positive and significant correlation to the sustainability of small and medium enterprises (SMEs) with a determination coefficient of 72.3%. This study recommends that government policy support through strengthening human resource capacity, increasing business productivity, technology utilization, and business diversification have an impact on the sustainability of small and medium enterprises (SMEs) in Makassar City, Indonesia.

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Mapping Research on Customer Centricity and Sustainable Organizations

Cited by 14 publications

References 73 publications

Sustainability and Resilience Organizational Capabilities to Enhance Business Continuity Management: A Literature Review

Sustainability and Resilience Organizational Capabilities to Enhance Business Continuity Management: A Literature Review

A DMAIC Framework to Improve Quality and Sustainability in Additive Manufacturing—A Case Study

Economic Business Sustainability and Strengthening Human Resource Capacity Based on Increasing the Productivity of Small and Medium Enterprises (SMEs) in Makassar City, Indonesia

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