The Role of A Sustainable Supply Chain in Organizational Performance: The Mediating Role of Customer Relationship Management

Abstract

Organizations have begun to adopt sustainable supply chain management (SSCM) practices, but their effectiveness and maturity depend on various factors such as external pressures and the organization's internal environment. Organizations are facing increasing challenges related to sustainability, its dimensions and components, and the extent of its impact on organizational performance. This requires a shift towards employing tools that play a vital role in this field. Therefore, the research aims to identify the role of sustainable supply chains in organizational performance through customer relationship management. The research represents an important step towards understanding how to integrate sustainability into business strategies, while emphasizing the role of customer relationship management in achieving effective organizational performance. The research used structural modeling to analyze the relationships and reached the most important conclusions: There is a positive relationship between sustainable supply chains and organizational performance, and this relationship is stronger in the case of adopting customer relationship management.