IDEAS home Printed from https://ideas.repec.org/a/sae/vision/v30y2026i2p213-228.html

The Choice of Customer Relationship Management Approach in the Supply Chain: Examining Small Business Performance

Author

Listed:
  • Mark D. Heileman
  • Emmanuel T. Kodzi Jr
  • Timothy L. Pett

Abstract

This study examines supply chain management approaches to customer relationship management (CRM), and how they influence the performance of small businesses. Our motivation was to relate supply chain positioning to business performance. The data for the small businesses for our study were sourced from the US Census Bureau’s survey of business owners (SBO) Public Use Microdata Sample (PUMS). We categorized the CRM environment for small businesses by primary customer type and by size, and examined the performance differences across these categories. Specifically, the CRM categories were business-to-consumer (B2C), business-to-business (B2B), business-to-government/federal (B2Gf), or business-to-government/state and local (B2Gs); while the size categories were Micro (

Suggested Citation

  • Mark D. Heileman & Emmanuel T. Kodzi Jr & Timothy L. Pett, 2026. "The Choice of Customer Relationship Management Approach in the Supply Chain: Examining Small Business Performance," Vision, , vol. 30(2), pages 213-228, April.
    • Handle: RePEc:sae:vision:v:30:y:2026:i:2:p:213-228
    DOI: 10.1177/09722629221092091
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/09722629221092091
    Download Restriction: no
    File URL: https://libkey.io/10.1177/09722629221092091?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. Christian Lechner & Birthe Soppe & Michael Dowling, 2016. "Vertical Coopetition and the Sales Growth of Young and Small Firms," Journal of Small Business Management, Taylor & Francis Journals, vol. 54(1), pages 67-84, January.
    2. Christopher Marquis & András Tilcsik, 2016. "Institutional Equivalence: How Industry and Community Peers Influence Corporate Philanthropy," Organization Science, INFORMS, vol. 27(5), pages 1325-1341, October.
    3. John D. Mittelstaedt & George N. Harben & William A. Ward, 2003. "How Small Is Too Small? Firm Size as a Barrier to Exporting from the United States," Journal of Small Business Management, Taylor & Francis Journals, vol. 41(1), pages 68-84, January.
    4. Robert Fairlie & Alicia Robb, 2009. "Gender differences in business performance: evidence from the Characteristics of Business Owners survey," Small Business Economics, Springer, vol. 33(4), pages 375-395, December.
    5. Jane W. Lu & Paul W. Beamish, 2001. "The internationalization and performance of SMEs," Strategic Management Journal, Wiley Blackwell, vol. 22(6‐7), pages 565-586, June.
    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. Christian Felzensztein & George Saridakis & Bochra Idris & Gabriel P. Elizondo, 2022. "Do economic freedom, business experience, and firm size affect internationalization speed? Evidence from small firms in Chile, Colombia, and Peru," Journal of International Entrepreneurship, Springer, vol. 20(1), pages 115-156, March.
    2. Alfonso Expósito & Amparo Sanchis-Llopis & Juan A. Sanchis-Llopis, 2022. "Manager gender, entrepreneurial orientation and SMEs export and import propensities: evidence for Spanish businesses," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 12(2), pages 315-347, June.
    3. Alfonso Expósito & Amparo Sanchis-Llopis & Juan A. Sanchis-Llopis, 2021. "The effect of the manager gender on SMEs export and import decisions: Evidence for Spain," Working Papers 2115, Department of Applied Economics II, Universidad de Valencia.
    4. Marina Dabić & Jane Maley & Leo-Paul Dana & Ivan Novak & Massimiliano M. Pellegrini & Andrea Caputo, 2020. "Pathways of SME internationalization: a bibliometric and systematic review," Small Business Economics, Springer, vol. 55(3), pages 705-725, October.
    5. Marcos Segantini & Lori A. Dickes, 2020. "Recurrent funding in entrepreneurship: an analysis of repeated events," Documentos de Investigación 123, Universidad ORT Uruguay. Facultad de Administración y Ciencias Sociales.
    6. Sandberg, Susanne & Sui, Sui & Baum, Matthias, 2019. "Effects of prior market experiences and firm-specific resources on developed economy SMEs' export exit from emerging markets: Complementary or compensatory?," Journal of Business Research, Elsevier, vol. 98(C), pages 489-502.
    7. Agnieszka Żur, 2015. "Opportunity Identification and Creation as Factors of Firm Internationalisation," Entrepreneurial Business and Economics Review, Centre for Strategic and International Entrepreneurship at the Cracow University of Economics., vol. 3(2), pages 25-39.
    8. Francisco Javier Forcadell & Fernando Úbeda, 2022. "Individual entrepreneurial orientation and performance: the mediating role of international entrepreneurship," International Entrepreneurship and Management Journal, Springer, vol. 18(2), pages 875-900, June.
    9. Marilyn Young & John James Cater & Kevin James, 2019. "Examining Barriers To Success And Sources Of Assistance For U.S. Hispanic Female Entrepreneurs," Journal of Developmental Entrepreneurship (JDE), World Scientific Publishing Co. Pte. Ltd., vol. 24(02), pages 1-22, June.
    10. Ranasinghe, Ashantha, 2024. "Gender specific distortions, entrepreneurship and misallocation," Journal of Economic Dynamics and Control, Elsevier, vol. 162(C).
    11. Gassmann, Oliver & Keupp, Marcus Matthias, 2007. "The competitive advantage of early and rapidly internationalising SMEs in the biotechnology industry: A knowledge-based view," Journal of World Business, Elsevier, vol. 42(3), pages 350-366, September.
    12. Justo, Rachida & DeTienne, Dawn R. & Sieger, Philipp, 2015. "Failure or voluntary exit? Reassessing the female underperformance hypothesis," Journal of Business Venturing, Elsevier, vol. 30(6), pages 775-792.
    13. Coviello, Nicole E. & Jones, Marian V., 2004. "Methodological issues in international entrepreneurship research," Journal of Business Venturing, Elsevier, vol. 19(4), pages 485-508, July.
    14. Marco Caliendo & Daniel Rodríguez, 2024. "Divergent thinking and post-launch entrepreneurial outcomes: non-linearities and the moderating role of experience," Small Business Economics, Springer, vol. 62(4), pages 1523-1553, April.
    15. Nadine Levratto & Clarisse Nguedam Ntouko & Maarouf Ramadan, 2017. "Institutions and firms’ internationalization: an empirical analysis on three Middle East countries," EconomiX Working Papers 2017-37, University of Paris Nanterre, EconomiX.
    16. Acedo, Francisco J. & Coviello, Nicole & Agustí, María, 2021. "Caution ahead! The long-term effects of initial export intensity and geographic dispersion on INV development," Journal of World Business, Elsevier, vol. 56(6).
    17. Francesco Ciampi & Alessandro Giannozzi & Giacomo Marzi & Edward I. Altman, 2021. "Rethinking SME default prediction: a systematic literature review and future perspectives," Scientometrics, Springer;Akadémiai Kiadó, vol. 126(3), pages 2141-2188, March.
    18. Zhiyang Liu & Guixing Wu, 2022. "Gendered motives towards hybrid entrepreneurial intentions: Empirical evidence from China," International Studies of Economics, John Wiley & Sons, vol. 17(1), pages 36-64, June.
    19. Sipos, Norbert & Lukovszki, Lívia & Rideg, András & Varga, Anna Róza, 2023. "A magyar családi mikro-, kis- és középvállalatok erőforrás- és képességkonfigurációi [Resource and capability configurations of Hungarian family-owned micro, small and medium-sized enterprises]," Közgazdasági Szemle (Economic Review - monthly of the Hungarian Academy of Sciences), Közgazdasági Szemle Alapítvány (Economic Review Foundation), vol. 0(12), pages 1389-1413.
    20. Elango, B., 2010. "Influence of industry type on the relationship between international operations and risk," Journal of Business Research, Elsevier, vol. 63(3), pages 303-309, March.

    More about this item

    Keywords

    ;
    ;
    ;
    ;

    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:sae:vision:v:30:y:2026:i:2:p:213-228. 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: SAGE Publications (email available below). General contact details of provider: .

    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.