Research on Micro Small Medium Enterprises (MSME) has always been an exciting area of study because of its crucial role; however, it turns out that MSMEs have many problems. The problems, such as human resources and their abilities, are rarely discussed. MSMEs tend to be formed because of a compulsion to do so, whereas companies are created by opportunities; therefore, it is essential to include entrepreneur orientation and dynamic capability elements in making MSME performance models. This study used SEM analysis with 333 respondents spread across six provinces in Indonesia. The results showed that innovativeness, which is part of entrepreneur orientation, is critical in the formation of MSMEs’ performances. Moreover, based on the calculation of indirect effects, it revealed that innovativeness through marketing capabilities has a significant influence on the performance of MSMEs.

The development of fast-moving consumer goods (FMCGs) retail has demonstrated an evolution of buyer–seller interactions. In the era of digital transformation, FMCGs and micro, small, and medium enterprises (MSMEs) can easily use website applications to shop for various products from suppliers, make payments, and access a wider variety of products with more efficient delivery. However, empirical studies on loyalty drivers on B2B relationships for business sustainability in the retail industry have not received much attention. This research aimed to examine the factors that influence loyalty and analyze the mediating role of MSME loyalty by discussing a new conceptual framework designed based on the buyer–seller relationship theory and relational marketing. Data were collected from 500 owners or managers of FMCG retail stalls in various provinces in Indonesia and analyzed using structural equation modeling (SEM). The results showed that merchandising, website quality, commitment, and satisfaction have a positive effect on loyalty, as opposed to service quality and trust. There are also different roles in the mediating variables of trust, commitment, and satisfaction on retail store loyalty. These findings were useful for policymakers, managers, and practitioners to clarify the influence of service quality, merchandising website quality, and the role of relationship quality on loyalty in the era of digital transformation.

Customer relationship management (CRM) has become a critical strategy for higher education institutions (HEIs) to enhance student engagement, institutional efficiency, and digital transformation. Despite its growing adoption, the evolution of CRM research in HEIs, including key contributors, dominant themes, and emerging trends, remains underexplored. This study conducts a bibliometric analysis of Scopus-indexed publications (2014–2024) to map the intellectual landscape of CRM research in higher education. Using Biblioshiny with Bibliometrix version 4.0 and VOSviewer version 1.6.20, this study analyzes publication trends, influential authors and institutions, keyword networks, and thematic developments. The findings indicate a transition from early research on service quality and academic reputation to advanced themes such as AI-driven CRM strategies, multi-channel communication, and social media analytics. While the United Kingdom, India, and Indonesia emerge as leading contributors, gaps persist in cross-cultural CRM applications, the integration of emerging technologies, and the development of standardized evaluation frameworks. This study contributes to CRM scholarship by mapping research trajectories, identifying underexplored areas, and offering actionable insights for future studies. It highlights the expanding role of CRM beyond student engagement, encompassing education quality, labor market, employment growth, technological progress and AI-driven decision-making. These findings emphasize the need for interdisciplinary approaches and robust academic performance to maximize CRM’s strategic potential in higher education.

Purpose: The purpose of this study is to shed some light on an important phenomenon – how and why intra-family succession may change if millennial cohorts are considered as successors. Specifically, it aims to explore the superordinate themes that support the success of intra-family succession from perspective of two different cohort successors (X and millennial).Design/methodology/approach: An interpretative phenomenological analysis (IPA) was adopted for detailed structural analysis of in-depth interview as it aims to explore meaning of participants' experiences. A total of ten individuals participated in the study.Findings: Seventeen superordinate themes emerged from participants' personal statements and experiences. The themes are grouped into four aspects: namely, characteristics of predecessor and successor, succession process, firm and family and succession output. These aspects were found to be different between X and millennial cohort successors. They then form an empirical model of intra-family succession from both perspectives.Research limitations/implications: This study enriches the theory of family firm by considering generational effect of successors on intra-family succession.Practical implications: As millennial cohort successors prefer to go directly into business (experiential learning) and are driven by non-material motives (passion-driven), predecessors are expected to utilize them in the process of nurturing and development.Originality/value: This study considers the role of generation cohort in supporting the success of intra-family succession especially in relation to the characteristics of millennial cohort successors that have been shown to differ from that of X cohort.

In Indonesia, the loyalty of traditional retail stores to suppliers in business relationships has not been widely described and explored, especially in the current era of digital transformation. Meanwhile, their business potential is enormous, with an estimated business value of 817 trillion per year. This business value contributes to 69% of the total Fast Moving Consumer Goods (FMCG) retail industry business in Indonesia. The research aimed to describe the situation of traditional retail stores with suppliers and their level of loyalty in the Business to Business (B2B) market. The research also wanted to find out the respondents’ profiles in relation to loyalty indicators. The method applied was a descriptive analysis method to map perceptions and opinions of traditional retail stalls against suppliers. Furthermore, the Top Two Box method was used to assess the loyalty level, while the respondents’ profiles were analyzed using cross-tabulation analysis. The respondents were 500 owners of traditional retail stores with proportionate stratified random sampling through an offline questionnaire. The results show that the retail service quality, trust, commitment, and satisfaction are relatively good. Meanwhile, the merchandising and website quality need to be improved. Approximately 75,4% of retail stores are loyal to their suppliers, while the remaining 24,6% are disloyal. These results are useful for supply companies to establish business-to-business relationships with traditional retail stores in Indonesia to create, develop, and maintain maximum loyalty.

Background: Indonesia's rapid growth in the e-commerce fashion sector presents opportunities and challenges, particularly in addressing consumer dissatisfaction during post-purchase experiences. Key challenges include product misrepresentation, delivery delays, or unmet expectations, which can lead to negative behaviors such as complaints, reduced loyalty, and distrust toward sellers. Purpose: This study investigates the impact of perceived justice dimensions—interactional, procedural, and distributive—on satisfaction with complaint handling and its subsequent effects on customer trust, customer commitment, and customer loyalty. Methods: This study employed a cross-sectional survey with a purposive sampling technique, collecting data from 174 respondents in the Jabodetabek region. Structural Equation Modeling-Partial Least Squares (SEM-PLS) was used for analysis. Findings: This research reveals that distributive and procedural justice significantly influence complaint handling, while interactional justice has a smaller yet notable impact. Complaint handling, in turn, significantly enhances both customer commitment and customer trust, with customer commitment emerging as a stronger driver of customer loyalty. Notably, customer trust's direct effect on customer loyalty is insignificant, suggesting that emotional engagement through commitment plays a more pivotal role in fostering loyalty. Conclusion: These findings underscore the importance of fair complaint resolutions, efficient processes, and empathetic communication in maintaining customer relationships. Research implication: The findings provide actionable insights for e-commerce businesses to improve customer satisfaction with complaint handling, particularly emphasizing the critical roles of distributive justice and procedural justice in fostering satisfaction.