Karen L. Orengo Serra and Maria Sanchez-Jauregui
Critical infrastructure (CI) plays an essential role in reading, reacting and responding while dealing with natural disasters. This study address food supply chain resilience by…
Abstract
Purpose
Critical infrastructure (CI) plays an essential role in reading, reacting and responding while dealing with natural disasters. This study address food supply chain resilience by proposing an FSC resilience model that explains the food product and transport flow via production, processing, distribution and retailing in circumstances of (CI) collapses post a natural disaster.
Design/methodology/approach
A combination of qualitative methods was conducted to obtain a comprehensive overview of the food and beverage sector in Puerto Rico. The full dataset comprised of seven focus groups for a total of 52 participants and 12 in-depth interviews.
Findings
FSC resilience is seen in this study through the managerial actions taken by members of the Chain: innovating, transforming, adapting, and flexibilising business models and operations.
Originality/value
This study is the first to address FSC resilience from the perspective of net food importer economy in the context of natural disasters and prolonged Critical infrastructure (CI) breakdown, and the first one in proposing an FSC resilience model that explains the food product and transport flow via production, processing, distribution and retailing in circumstances of CI collapses post a natural disaster.
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Frank Lozada-Contreras, Karen L. Orengo-Serra and Maria Sanchez-Jauregui
Given that few studies examine how disruptive events affect customer relationships during and after the event, this study examines the resilience of companies in Puerto Rico…
Abstract
Purpose
Given that few studies examine how disruptive events affect customer relationships during and after the event, this study examines the resilience of companies in Puerto Rico, their underlying vulnerabilities, and how they deployed customer relationship management (CRM) resilience strategies during and after Hurricane Maria.
Design/methodology/approach
The study analyzed data gathered from qualitative focus groups composed of 41 firms via an exploratory approach. Participants were business owners and managers of enterprises in Puerto Rico.
Findings
All companies faced critical government infrastructure failures that affected their CRM activities. Firms implemented one or more CRM resilience strategies in response to the natural disaster. Accordingly, a comprehensive, adaptive CRM contingency model was postulated using marketing crisis management strategies discussed in the literature, existing resilience models and research studies in marketing resilience. The adaptive CRM contingency model operationalizes all processes at the business-logic level via the event-driven process chain (EPC) language, thus making it easier to understand and employ.
Originality/value
This study presents a unique model that shows the value of CRM and its capacity to evolve under disruptive environments that affect company–customer relationships. The operationalization of the model allows practitioners, policymakers and academic researchers to better understand how CRM is not only a suitable tool for managing business continuity after a natural disaster but also a mitigating technique for responding to new customer needs and expectations.
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Karen Lizzette Orengo Serra and María Sánchez-Jauregui
This study explores how small- and medium-sized enterprises (SMEs) in the food industry in Puerto Rico can enhance resilience to cope with critical infrastructure (CI) collapse…
Abstract
Purpose
This study explores how small- and medium-sized enterprises (SMEs) in the food industry in Puerto Rico can enhance resilience to cope with critical infrastructure (CI) collapse due to natural disasters. This study aims to validate the food supply chain (FSC) resilience model for SMEs in rural areas.
Design/methodology/approach
This study used qualitative in-depth interviews to gather data and a coding process for the analysis. The participants were members of the FSC located in the municipality of Adjuntas and nearby towns in Puerto Rico. For this study, the sample participants selected to conduct the interviews were the farmers, producers and retailers.
Findings
The results show the importance of local CI backup, networks and flexibility among FSC members in alternating supply chain logistics and distribution. Other transportation modes include drone pilots, aerial and land, facilities to transport and deliver merchandise and positioning farmers and producers as important players in the FSC.
Originality/value
A modified FSC resilience model from previous research is presented to include SMEs located in highly vulnerable remote zones, where access to resources is limited after a disruptive event, and a typology of enterprises with local CI backup according to their level of adoption of resilient practices. This study contributes to enhancing resilience and mitigating the vulnerabilities of SMEs after the CI collapses.