The COVID-19 outbreak has created major challenges for transportation companies. Grounded in the dynamic capabilities view theory, this paper adopts a multi-methodological operations management approach to derive scientifically sound insights with regard to handling key customer relationships in the crisis. To be specific, first, qualitative interviews with representatives of small carriers and forwarders as well as an examination of their social media posting are conducted. The qualitative research reveals the customer relationships situation of transportation companies during the COVID-19 pandemic. What specific actions build relational capabilities during the COVID-19 pandemic is uncovered. The research model is then tested based on the survey with one hundred Polish SME carriers. Several insights are generated. First, this study provides evidence that among various available networking routines, companies should concentrate on relationship monitoring, conflict handling, and selective relationship downsizing, while initiating new partnerships does not appear to be beneficial. Second, this study suggests that the positive influence of relational caps on company performance is moderated positively by contracts signed between partners and negatively by the financial debt of focal companies. Finally, this study discusses its results with regard to other studies on business relationships in dramatic environmental changes and highlights the corresponding implications.

COVID-19 疫情给运输公司带来了重大挑战。本文以动态能力观理论为基础，采用多方法运营管理方法，就处理危机中的关键客户关系得出科学合理的见解。具体来说，首先，对小型承运人和货运代理人的代表进行定性访谈，并对他们在社交媒体上发布的内容进行检查。定性研究揭示了 COVID-19 大流行期间运输公司的客户关系情况。揭示了在 COVID-19 大流行期间建立关系能力的具体行动。然后根据对 100 家波兰中小企业运营商的调查对研究模型进行测试。产生了一些见解。第一的，这项研究提供的证据表明，在各种可用的网络例行程序中，公司应该专注于关系监控、冲突处理和选择性关系缩减，而启动新的伙伴关系似乎没有好处。其次，这项研究表明，关系上限对公司绩效的积极影响受到合作伙伴之间签订的合同的积极影响和焦点公司的金融债务的消极影响。最后，本研究讨论了其与其他关于剧烈环境变化中商业关系的研究的结果，并强调了相应的影响。而建立新的伙伴关系似乎没有好处。其次，这项研究表明，关系上限对公司绩效的积极影响受到合作伙伴之间签订的合同的积极影响和焦点公司的金融债务的消极影响。最后，本研究讨论了其与其他关于剧烈环境变化中商业关系的研究的结果，并强调了相应的影响。而建立新的伙伴关系似乎没有好处。其次，这项研究表明，关系上限对公司绩效的积极影响受到合作伙伴之间签订的合同的积极影响和焦点公司的金融债务的消极影响。最后，本研究讨论了其与其他关于剧烈环境变化中商业关系的研究的结果，并强调了相应的影响。