How SMEs Can Create Value for Customers through Emergency Logistics and Human Resource Management under Unexpected Events —Service-Dominant Logic Perspective

Abstract

The worldwide impact of the COVID-19 outbreak was huge, and with the joint efforts of the whole country, the epidemic was basically controlled in China, but the outbreak gave us a long-lasting reflection. The outbreak has had a significant impact on our economic development and people’s lives. For SMEs with small market share and poor risk resistance, it is a difficult problem to deal with the outbreak, and the lack of crisis awareness and contingency plans of most SMEs makes the survival crisis of SMEs deepen greatly, so it is necessary to explore how SMEs can deal with the outbreak. Since there are different and unevenly distributed resources in China, emergency logistics in response to emergencies is particularly important. This paper examines how SMEs can achieve emergency logistics and human resource management to create value for customers in the context of emergencies from the perspective of service-dominant logic, in order to provide solutions for SMEs to escape from the dilemma of survival. The service-dominant logic focuses on the process of co-creation of value through continuous interaction between producers and consumers, and believes that value co-creation can be achieved through healthy and effective interaction between enterprises and customers. In this paper, we take COVID-19, a social hotspot, as the background to discuss how SMEs can do a good job in emergency logistics and human resource management for their own better development in the face of emergencies.