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Cited by 446SMEs Development and Digital MarketingCOVID-19 Pandemic ImpactsInnovation and Knowledge Management

COVID ‐19 crisis and SMEs responses: The role of digital transformation

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Klein, Vinícius Barreto, Todesco, José Leomar·2021·Knowledge and Process Management
DOI 10.1002/kpm.1660PMC PMC8206955
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Abstract

In addition to causing dramatic damage to people's health, the coronavirus has affected also the financial health of companies worldwide. Among them, SMEs (small and medium‐sized enterprises) tend to be more vulnerable. Characteristics such as scarcity of financial resources and lack of specialized knowledge make their situation even harder. This pandemic has resulted in increased digital transformation, changes in customer behavior and the managerial and technological knowledge gap to address them. Therefore, this article discusses the general weaknesses, strengths, challenges and opportunities for SMEs to face this pandemic, and how the field of knowledge management (KM) can help. Based on the concepts of organizational resilience, we drafted a conceptual model to illustrate how their first responses were and how they could become more adapted. First, we conducted a literature search to investigate how SMEs responded to this scenario. We found responses to the financial impacts in the form of mass layoffs, temporary and permanent closures, bootstrapping of digitalization and strategic alliances. In the discussions section, we raise some key questions to demonstrate how knowledge can improve the role of digital transformation. We approach how a KM strategy could start from organizational resilience concepts to assist SMEs to seize digital transformation opportunities. As practical implications, our research raises awareness of digital transformation's role as a set of tools to adapt during and after the pandemic, along with resilience engineering and knowledge management principles. Future researchers can use this report as a conceptual guide to start their own response and adaptation plans.

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  • Emotionally engaging and delight-inducing interfaces increase user loyalty and product differentiation.

    “Research by Klein and Todesco (2021) shows that emotionally engaging and delight-inducing interfaces increase user loyalty and product differentiation.”

    From A Systematic Literature Review of User-Centric Design in Digital Business Systems Enhancing Accessibility, Adoption, and Organizational Impact (2023) · cites this paper as Klein and Todesco (2021)

    The SWOT analysis discusses how digital technologies may help SMEs personalize user experiences and create customized products. The practical implications section discusses online customer feedback and brand reputation. Neither section addresses emotionally engaging or delight-inducing interfaces, or shows that such interfaces increase loyalty and product differentiation; searches for those terms found no supporting passage. (LLM, conf=0.74)

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Cited by

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Authors
Klein, V. B., & Todesco, J. L.
Affiliations
  • Instituto Federal Catarinense (BR)
  • Universidade Federal de Santa Catarina (BR)
Corresponding author
Klein, Vinícius Barreto
ORCID
Venue
Knowledge and Process Management
Publisher
Wiley
Published
2021-03-10
Volume
28
Issue
2
Pages
117-133
ISSN
  • 1092-4604 (ISSN-L)
  • 1099-1441
DOI
10.1002/kpm.1660
PMC
PMC8206955
OpenAlex
W3134566654
Cited by
446
References
3
Citations by year
2026: 58 · 2025: 80 · 2024: 107 · 2023: 107 · 2022: 75 · 2021: 19
FWCI
106.79
Type
journal article
Language
en
Open access
Licence
Locations
  • Knowledge and Process Management (publishedVersion, other-oa)
  • PubMed Central (publishedVersion)
Topics
  • Social Sciences › Demography › SMEs Development and Digital Marketing
  • Social Sciences › Economics, Econometrics and Finance › Economics and Econometrics › COVID-19 Pandemic Impacts
  • Social Sciences › Business, Management and Accounting › Strategy and Management › Innovation and Knowledge Management
Keywords
COVID-19 pandemic, small and medium-sized enterprises, digital transformation, organizational resilience, knowledge management, resilience engineering, mass layoffs, business closures, strategic alliances, consumer behavior change, conceptual model

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