| Title | Compassionate customer service in ethnic minority microbusinesses |
|---|---|
| ID_Doc | 70365 |
| Authors | Haq, M; Johanson, M; Davies, J; Dana, LP; Budhathoki, T |
| Title | Compassionate customer service in ethnic minority microbusinesses |
| Year | 2021 |
| Published | |
| Abstract | Business researchers and policymakers frequently overlook ethnic minority microbusinesses. Yet, together with small and medium-sized organizations, microbusinesses drive both local and national economies. Combining social capital theory with the resource-based view and building upon 43 in-depth interviews, this study proposes a model of 'compassionate customer service'. In ethnic minority microbusinesses, coethnic culturally sensitive customer service is an important strategic resource for sustainable success, which high street chains lack. A key challenge for ongoing business survival and success is to ensure that future ethnic minority generations sustain coethnic compassionate customer service. |
| https://e-space.mmu.ac.uk/627032/3/CCS%20in%20EMMBs%2020%20Dec%202020.pdf |
No similar articles found.