Retenção de clientes e resiliência organizacional como capacidades estratégicas para o desempenho empresarial: o papel mediador da continuidade dos negócios em farmácias independentes
DOI:
https://doi.org/10.18800/360gestion.202611.010Palavras-chave:
Retenção de clientes, Resiliência organizacional, Continuidade dos negócios, Desempenho empresarial, Farmácias independentesResumo
O estudo examina o papel mediador da continuidade dos negócios na relação entre a retenção de clientes, a resiliência organizacional e o desempenho empresarial. O estudo adota uma abordagem quantitativa, com um delineamento não experimental de alcance explicativo, e emprega a modelagem de equações estruturais baseada em covariâncias (CB-SEM). Foram entrevistados 382 proprietários de farmácias independentes na cidade de Arequipa, Peru. Os resultados sugerem que a retenção de clientes fortalece diretamente a resiliência organizacional e a continuidade dos negócios, enquanto a resiliência organizacional exerce efeitos positivos sobre a continuidade dos negócios. Da mesma forma, a continuidade dos negócios atua como um preditor direto do desempenho empresarial e meada os efeitos das demais variáveis. Os achados evidenciam que a retenção de clientes e a resiliência organizacional permitem sustentar as operações e melhorar o desempenho empresarial. Por essa razão, as farmácias independentes devem priorizar o fortalecimento das capacidades organizacionais para alcançar um desempenho sustentável no setor farmacêutico varejista.
Downloads
Referências
Agag, G., Durrani, B. A., Shehawy, Y. M., Alharthi, M., Alamoudi, H., El-Halaby, S., Hassanein, A. & Abdelmoety, Z. H. (2023). Understanding the link between customer feedback metrics and firm performance. Journal of Retailing and Consumer Services, 73, 103301. https://doi.org/10.1016/j.jretconser.2023.103301
Ahmad, R. & Buttle, F. (2002). Customer retention management: a reflection of theory and practice. Marketing Intelligence & Planning, 20(3), 149-161. https://doi.org/10.1108/02634500210428003
Aigbogun, O., Xing, M., Fawehinmi, O., Ibeabuchi, C., Ehido, A., Ahmad, R. B. & Abdullahi, M. S. (2022). A supply chain resilience model for business continuity: the way forward for highly regulated industries. Uncertain Supply Chain Management, 10, 1-12. https://doi.org/10.5267/j.uscm.2021.11.001
Andrade, G. A. S., Espejo, M. M. S. B., García-Contreras, R. & Dos Santos, C. A. (2023). Social customer relationship management and organizational resilience of Brazilian microenterprises during the Covid-19 pandemic. Revista de Administração Mackenzie, 24(6). https://doi.org/10.1590/1678-6971/eRAMD230044.en
Ascarza, E., Neslin, S. A., Netzer, O., Anderson, Z., Fader, P. S., Gupta, S., Hardie, B. G. S., Lemmens, A., Libai, B., Neal, D., Provost, F. & Schrift, R. (2017). In pursuit of enhanced customer retention management: review, key issues, and future directions. Customer Needs and Solutions, 5, 65-81. https://doi.org/10.1007/s40547-017-0080-0
Asiaei, K., O’Connor, N. G., Barani, O. & Joshi, M. (2023). Green intellectual capital and ambidextrous green innovation: the impact on environmental performance. Business Strategy and the Environment, 32(1), 369-386. https://doi.org/10.1002/bse.3136
Barakat, M. & Sallam, M. (2025). Pharmacy workforce: a systematic review of key drivers of pharmacists’ satisfaction and retention. Journal of Pharmaceutical Policy and Practice, 18(1), 2470848. https://doi.org/10.1080/20523211.2025.2470848
Barney, J. B. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99-120. https://doi.org/10.1177/014920639101700108
Barney, J. B. (2001). Resource-based theories of competitive advantage: a ten-year retrospective on the resource-based view. Journal of Management, 27(6), 643-650. https://doi.org/10.1177/014920630102700602
Beuren, I. M., Dos Santos, V. & Theiss, V. (2022). Organizational resilience, job satisfaction and business performance. International Journal of Productivity and Performance Management, 71(6), 2262-2279. https://doi.org/10.1108/IJPPM-03-2021-0158
Cochran, W. G. (1977). Sampling techniques. John Wiley & Sons.
Corrales-Estrada, A. M., Gómez-Santos, L. L., Bernal-Torres, C. A. & Rodriguez-López, J. E. (2021). Sustainability and resilience organizational capabilities to enhance business continuity management: a literature review. Sustainability, 13(15), 8196. https://doi.org/10.3390/su13158196
De Matteis, J., Elia, G. & Del Vecchio, P. (2023). Business continuity management and organizational resilience: a small and medium enterprises (SMEs) perspective. Journal of Contingencies and Crisis Management, 31(4), 670-682. https://doi.org/10.1111/1468-5973.12470
Duchek, S. (2020). Organizational resilience: a capability-based conceptualization. Business Research, 13, 215-246. https://doi.org/10.1007/s40685-019-0085-7
Elshaer, I. A. & Saad, S. K. (2022). Entrepreneurial resilience and business continuity in the tourism and hospitality industry: the role of adaptive performance and institutional orientation. Tourism Review, 77(5), 1365-1384. https://doi.org/10.1108/TR-04-2021-0171
Failoc-Rojas, V. E., Hernández-Córdova, G., Valladares-Garrido, M. J. & Medina, C. (2025). Impact of educational short messages on the level of knowledge on prevention and early detection of tuberculosis from pharmacies in two districts of Peru. Pharmacia, 72, 1-6. https://doi.org/10.3897/pharmacia.72.e123884
Fajembimo, A. I. & Akpa, V. O. (2025). Firm resilience and profitability of selected fast-moving consumer goods companies in Lagos State, Nigeria. International Research Journal of Economics and Management Studies, 4(5), 30-40. https://doi.org/10.56472/25835238/irjems-v4i5p105
Fathima, M., Naik-Panvelkar, P., Saini, B. & Armour, C. L. (2013). The role of community pharmacists in screening and subsequent management of chronic respiratory diseases: a systematic review. Pharmacy Practice, 11(4), 228-245. https://doi.org/10.4321/S1886-36552013000400008
Fischbacher-Smith, D. (2017). When organisational effectiveness fails: business continuity management and the paradox of performance. Journal of Organizational Effectiveness, 4(1), 89-107. https://doi.org/10.1108/JOEPP-01-2017-0002
Fornell, C., Mithas, S., Morgeson, F. V. & Krishnan, M. S. (2006). Customer satisfaction and stock prices: high returns, low risk. Journal of Marketing, 70(1). https://doi.org/10.1509/jmkg.2006.70.1.3
Freeman, S. F., Hirschhorn, L. & Maltz, M. (2003). Moral purpose and organizational resilience: Sandler O'Neill & Partners, L. P. in the aftermath of September 11, 2001. Academy of Management Proceedings, 2003(1). https://doi.org/10.5465/ambpp.2003.13792457
Galaitsi, S. E., Pinigina, E., Keisler, J. M., Pescaroli, G., Keenan, J. M. & Linkov, I. (2023). Business continuity management, operational resilience, and organizational resilience: commonalities, distinctions, and synthesis. International Journal of Disaster Risk Science, 14, 713-721. https://doi.org/10.1007/s13753-023-00494-x
Gao, L. X., De Haan, E., Melero-Polo, I. & Sese, F. J. (2023). Winning your customers’ minds and hearts: disentangling the effects of lock-in and affective customer experience on retention. Journal of the Academy of Marketing Science, 51, 334-371. https://doi.org/10.1007/s11747-022-00898-z
Garrido-Moreno, A., Martín-Rojas, R. & García-Morales, V. J. (2024). The key role of innovation and organizational resilience in improving business performance: a mixed-methods approach. International Journal of Information Management, 77, 102777. https://doi.org/10.1016/j.ijinfomgt.2024.102777
Gül, İ., Helvacıoğlu, E. T. & Saraçlı, S. (2023). Service quality, outpatient satisfaction and loyalty in community pharmacies in Turkey: a structural equation modeling approach. Exploratory Research in Clinical and Social Pharmacy, 12, 100361. https://doi.org/10.1016/j.rcsop.2023.100361
Hair, J. F., Howard, M. C. & Nitzl, C. (2020). Assessing measurement model quality in PLS-SEM using confirmatory composite analysis. Journal of Business Research, 109, 101-110. https://doi.org/10.1016/j.jbusres.2019.11.069
Hair, J. F., Babin, B. J. & Krey, N. (2017). Covariance-based structural equation modeling in the Journal of Advertising: review and recommendations. Journal of Advertising, 46(1), 163-177. https://doi.org/10.1080/00913367.2017.1281777
Hossain, M. I., Jamadar, Y., Islam, M. F., Rashed, M. & Akter, T. (2025). Environmental sustainability practices in SMEs: insights from integrated PLS-SEM and fsQCA approaches. Journal of Cleaner Production, 503, 145185. https://doi.org/10.1016/j.jclepro.2025.145185
Iftikhar, A., Purvis, L. & Giannoccaro, I. (2021). A meta-analytical review of antecedents and outcomes of firm resilience. Journal of Business Research, 135, 408-425. https://doi.org/10.1016/j.jbusres.2021.06.048
Klemelä, J. (2018). Nonparametric finance. John Wiley & Sons. https://doi.org/10.1002/9781119409137
Kock, N. & Lynn, G. S. (2012). Lateral collinearity and misleading results in variance-based SEM: an illustration and recommendations. Journal of the Association for Information Systems, 13(7). https://doi.org/10.17705/1jais.00302
Koporcic, N., Kukkamalla, P. K., Markovic, S. & Maran, T. (2026). Resilience of small and medium-sized enterprises in times of crisis: an umbrella review. Review of Managerial Science, 20, 301-329. https://doi.org/10.1007/s11846-025-00883-0
Le, T. T., Huan, N. Q., Thuy Hong, T. T. & Tran, D. K. (2021). The contribution of corporate social responsibility on SMEs performance in emerging country. Journal of Cleaner Production, 322, 129103. https://doi.org/10.1016/j.jclepro.2021.129103
Lengnick-Hall, C. A., Beck, T. E. & Lengnick-Hall, M. L. (2011). Developing a capacity for organizational resilience through strategic human resource management. Human Resource Management Review, 21(3), 243-255. https://doi.org/10.1016/j.hrmr.2010.07.001
Li, B., Mousa, S., Reyes, J. R., Alzoubi, H. M., Ali, A. & Hoang, A. D. (2023). The role of technology innovation, customer retention and business continuity on firm performance after post-pandemic era in China’s SMEs. Economic Analysis and Policy, 78, 1209-1220. https://doi.org/10.1016/j.eap.2023.05.004
Mfokeu, A. M. & Chrysostome, E. (2022). Performance characteristics of very small enterprises: funhouse mirror or obviousness? Transnational Corporations Review, 14(1), 94-111. https://doi.org/10.1080/19186444.2020.1852820
Mikalef, P. & Pateli, A. (2017). Information technology-enabled dynamic capabilities and their indirect effect on competitive performance: findings from PLS-SEM and fsQCA. Journal of Business Research, 70, 1-16. https://doi.org/10.1016/j.jbusres.2016.09.004
Miller, D. (2019). The resource-based view of the firm. En D. D. Bergh (Ed.), Oxford Research Encyclopedia of Business and Management. Oxford Academic. https://doi.org/10.1093/acrefore/9780190224851.013.4
Ministerio de Salud & Dirección General de Medicamentos, Insumos y Drogas. (2025). Boletín de establecimientos farmacéuticos, junio 2025. https://repositorio-digemid.minsa.gob.pe/handle/20.500.14882/1012
Niemimaa, M., Järveläinen, J., Heikkilä, M. & Heikkilä, J. (2019). Business continuity of business models: evaluating the resilience of business models for contingencies. International Journal of Information Management, 49, 208-216. https://doi.org/10.1016/j.ijinfomgt.2019.04.010
Pérez-Campdesuñer, R., Sánchez-Rodríguez, A., García-Vidal, G., Martínez-Vivar, R., Ruiz-de la Peña, J. & De Miguel-Guzmán, M. (2023). The premature mortality of micro and small enterprises. Zagreb International Review of Economics and Business, 26(2). https://doi.org/10.2478/zireb-2023-0014
Pilav-Velic, A., Jahic, H. & Krndzija, L. (2024). Firm resilience as a moderating force for SMEs’ innovation performance: evidence from an emerging economy perspective. Regional Science Policy & Practice, 16(8), 100033. https://doi.org/10.1016/j.rspp.2024.100033
Roemer, E., Schuberth, F. & Henseler, J. (2021). HTMT2: an improved criterion for assessing discriminant validity in structural equation modeling. Industrial Management & Data Systems, 121(12), 2637-2650. https://doi.org/10.1108/IMDS-02-2021-0082
Sahebjamnia, N., Torabi, S. A. & Mansouri, S. A. (2015). Integrated business continuity and disaster recovery planning: towards organizational resilience. European Journal of Operational Research, 242(1), 261-273. https://doi.org/10.1016/j.ejor.2014.09.055
Sardana, D., Gupta, N., Kumar, V. & Terziovski, M. (2020). CSR ‘sustainability’ practices and firm performance in an emerging economy. Journal of Cleaner Production, 258, 120766. https://doi.org/10.1016/j.jclepro.2020.120766
Steen, R., Haug, O. J. & Patriarca, R. (2024). Business continuity and resilience management: a conceptual framework. Journal of Contingencies and Crisis Management, 32(1), e12501. https://doi.org/10.1111/1468-5973.12501
Su, H. C. & Linderman, K. (2016). An empirical investigation in sustaining high-quality performance. Decision Sciences, 47(5), 787-819. https://doi.org/10.1111/deci.12210
Sulistyaningrum, I. H., Pribadi, P., Santoso, A., Arfianto, E., Pangestuti, R. C. A., Umma, N. & Ningrum, M. P. (2023). The complex mechanism of developing trust in pharmacy. Pharmacia, 70(3), 765-770. https://doi.org/10.3897/pharmacia.70.e109396
Teece, D. J. (2007). Explicating dynamic capabilities: the nature and microfoundations of (sustainable) enterprise performance. Strategic Management Journal, 28(13), 1319-1350. https://doi.org/10.1002/smj.640
Teece, D. J., Pisano, G. & Shuen, A. (1997). Dynamic capabilities and strategic management. Strategic Management Journal, 18(7), 509-533. https://doi.org/10.1002/(SICI)1097-0266(199708)18:7<509::AID-SMJ882>3.0.CO;2-Z
Wernerfelt, B. (1984). A resource‐based view of the firm. Strategic Management Journal, 5(2), 171-180. https://doi.org/10.1002/smj.4250050207
Yulianto, E., Ali, Q. S. A., Hanafiah, M. H., Wiyata, W. & Salamah, S. N. (2025). Strengthening resilience and performance through business continuity management: insights from Central Java tour operators. Quality & Quantity. https://doi.org/10.1007/s11135-025-02285-6
Zainurossalamia Za, S., Tricahyadinata, I. & Robiansyah, R. (2024). Does creativity and product innovation build business continuity? Investigation of Samarinda weaving craft. Economics - Innovative and Economics Research Journal, 12(2). https://doi.org/10.2478/eoik-2024-0024
Zhang, M. F., Dawson, J. F. & Kline, R. B. (2021). Evaluating the use of covariance-based structural equation modelling with reflective measurement in organizational and management research: a review and recommendations for best practice. British Journal of Management, 32(2), 257-272. https://doi.org/10.1111/1467-8551.12415
Downloads
Publicado
Edição
Seção
Licença
Este trabalho está licenciado sob uma licença Creative Commons Attribution 4.0 International License.
