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p-Index From 2021 - 2026
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This Author published in this journals
All Journal Jurnal Manuhara: Pusat Penelitian Ilmu Manajemen Dan Bisnis Moneter : Jurnal Ekonomi dan Keuangan Santri : Jurnal Ekonomi dan Keuangan Islam
Lies Hendrawan Krisnawati
STIE Bhakti Pembangunan
Religion Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Who Manages Customer Relationships When AI Decides? A Systematic Review of Agentic AI and B2A2C Relationships Albiansyah Albiansyah; Lies Hendrawan Krisnawati; Djumarno Djumarno
Jurnal Manuhara : Pusat Penelitian Ilmu Manajemen dan Bisnis Vol. 4 No. 4 (2026): Jurnal Manuhara: Pusat Penelitian Ilmu Manajemen dan Bisnis
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/manuhara.v4i4.2871

Abstract

The rapid emergence of agentic artificial intelligence (Agentic AI) has changed customer relationship management because autonomous agents are able to seek information, provide recommendations, negotiate, and make decisions on behalf of companies and consumers. However, research on Agentic AI, relational marketing, and Business-to-Agent-to-Customer (B2A2C) relationships is still spread across various disciplines and has not been systematically integrated from the perspective of marketing management. This study aims to analyze the development of Agentic AI and B2A2C relationships and explain changes in customer relationship management due to AI-based decision-making. This study uses Relationship Marketing Theory, Agency Theory, and customer relationship management as the basis of the analysis. The study applied a Systematic Literature Review (SLR) to the Scopus-indexed literature for the period 2010–2026. The PRISMA process began with 261,304 documents; 27 final articles were analyzed. The results of the study show a shift in marketing relationships from human-centered interactions to AI-mediated relationships through trust, delegation, autonomy, accountability, personalization, and relationship quality. The novelty of the research lies in the B2A2C Relationship Architecture as a conceptual framework for customer relationship management in the era of autonomous AI. This framework enriches the marketing management literature and provides a research agenda for organizations and academics.
Building Circular Economy Capabilities: A Systematic Review of Drivers, Practices, Digital Enablers, and Sustainable Outcomes Titis Tilam Sari; Lies Hendrawan Krisnawati; Desika Andriani
Moneter : Jurnal Ekonomi dan Keuangan Vol. 4 No. 4 (2026): Oktober : Moneter : Jurnal Ekonomi dan Keuangan
Publisher : Asosiasi Riset Ekonomi dan Akuntansi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/moneter.v4i4.2635

Abstract

This study aims to analyze the development of circular economy capabilities and explain the driving factors, organizational capabilities, circular practices, and sustainability outcomes that are relevant to Micro, Small, and Medium Enterprises (MSMEs). The research uses a Systematic Literature Review (SLR) combined with bibliometric analysis of Scopus-indexed publications for the 2010-2026 period. The initial search yielded 402,309 documents. After the process of checking and eliminating duplication in the selected dataset, 35 unique articles were obtained, with 20 articles explicitly discussing the circular economy, circularity, circular supply chain, or circular business model. The results show that circular economy capabilities are not formed as a single ability, but develop through the interaction between innovation capabilities, collaboration, digitalization, knowledge management, governance, and organizational capabilities. Digitalization plays an enabling role that strengthens the implementation of circular practices when supported by organizational readiness and strategic capabilities. Practices identified include resource use reduction, reuse, material recovery, recycling, circular design, backflow management, and circular business model development. The research synthesis resulted in an integrative framework driving → circular economy capabilities → circular practices → sustainable outcomes. Sustainable outcomes include improved resource efficiency, waste and emissions reduction, supply chain resilience, economic performance, and business resilience. This study expands the understanding of the circular economy from a practice-based approach to an organizational capability perspective and shows that empirical evidence specifically addressing MSMEs is still limited, opening up space for further research.
How Can Resource-Constrained MSMEs Compete in the Digital Economy? A Systematic Review of Frugal Innovation and Digital Capabilities Desika Andriani; Lies Hendrawan Krisnawati; Titis Tilam Sari
SANTRI : Jurnal Ekonomi dan Keuangan Islam Vol. 4 No. 5 (2026): Oktober: SANTRI : Jurnal Ekonomi dan Keuangan Islam
Publisher : Asosiasi Riset Ekonomi dan Akuntansi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/santri.v4i5.2643

Abstract

This study aims to analyze the development of the literature on frugal innovation and digital capabilities as a strategy to increase the competitiveness of micro, small, and medium enterprises (MSMEs) that face limited resources in the digital economy. The research used a systematic literature review and bibliometric analysis of 3,287 documents for the period 2008-2026, which were searched through Scopus and Crossref, then mapped using VOSviewer. The literature selection was carried out based on inclusion and exclusion criteria, while 24 core articles for the 2022-2026 period were used in the thematic synthesis. The results showed that publications were dominated by the fields of Business, Management and Accounting, Social Sciences, and Computer Science, with China, India, and the United Kingdom as the main contributors. Keyword analysis showed the dominance of the themes of sustainable development, innovation, sustainability, digital transformation, and artificial intelligence. Network visualization showed the relationship between frugal innovation, resource scarcity, resource limitation, medium enterprises, and competitive advantage. The thematic synthesis shows that limited resources can encourage frugal innovation, while digital capabilities and dynamic capabilities strengthen the ability of MSMEs to select, integrate, and reconfigure technology and resources. This study confirms that the competitiveness and resilience of MSMEs are built through the integration of resource constraints, frugal innovation, digital capabilities, and dynamic capabilities. These findings provide an integrative conceptual framework for future research and offer a strategic basis for MSMEs to optimize technology efficiently, adaptively, and sustainably.
Co-Authors Albiansyah Albiansyah Desika Andriani Djumarno, Djumarno Titis Tilam Sari