The Mediating Role of Sustainable Dynamic Capabilities in the Effect of Social Customer Relationship Management on Sustainable Competitive Advantage: A Study on SMEs in Saudi Arabia

Sultan Alaswad Alenazi and Tawfeeq Mohammed Alanazi ()
Additional contact information
Sultan Alaswad Alenazi: Marketing Department, College of Business, King Saud University, Riyadh 11362, Saudi Arabia
Tawfeeq Mohammed Alanazi: Marketing Department, Faculty of Business Administration, University of Tabuk, Tabuk 47512, Saudi Arabia

Sustainability, 2023, vol. 15, issue 3, 1-12

Abstract: This study aims at investigating the mediating role of sustainable dynamic capabilities in the effect of social customer relationship management on sustainable competitive advantage using data gathered from a convenience sample consisted of 243 managers of SMEs in Saudi Arabia via an electronic questionnaire. Using structural equation modeling by SmartPLS3.0, the study pointed out social customer relationship management is positively related to both sustainable competitive advantage and sustainable dynamic capabilities. The latter is positively associated to sustainable competitive advantage and hence, significantly mediated the effect of social customer relationship management on sustainable competitive advantage. The study contributes to the literature through filling a research gap as research on the relationship between s-CRM and dynamic capabilities in Saudi Arabia is still scarce, confirming the importance of social customer relationship management in sustaining both dynamic capabilities and competitive advantage. SMEs are required to invest in CRM and build sustainable resources and capabilities to elevate sustainable competitive advantage.

Keywords: social customer relationship management; sustainable dynamic capabilities; sustainable competitive advantage; SMEs (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://www.mdpi.com/2071-1050/15/3/1952/pdf (application/pdf)
https://www.mdpi.com/2071-1050/15/3/1952/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:15:y:2023:i:3:p:1952-:d:1041644

Access Statistics for this article

Sustainability is currently edited by Ms. Alexandra Wu

More articles in Sustainability from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().