Crisis Management and Customer Adaptation: Pathways to Adaptive Capacity and Resilience in Micro- and Small-Sized Enterprises

Micro- and small-sized enterprises (MSEs) play a key role in developing emerging countries’ economies. However, concerns remain about their resilience and continuity, especially during periods of conflict and crisis. To address this gap, this research explores key factors that enhance adaptive capacity (AC) and entrepreneurial resilience (ER) amongst MSEs. Data were collected from 301 micro- and small-sized entrepreneurs operating different business activities using an online questionnaire and on-site visits. Partial least squares–structural equation modeling was employed to analyze the data. Findings revealed that crisis management preparedness (CMP) and customer-centric adaptation (CCA) positively and significantly influence AC, which, in turn, positively affects ER. In addition, CMP and CCA directly influence ER. Moreover, AC partially mediates the relationship between CMP, CCA, and ER. This study offers significant practical and theoretical implications for policymakers in making strategic action plans.