| 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 |
|
| DOI |
10.1016/j.jbusres.2020.12.054 |
| 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. |
| Author Keywords |
Customer service; Ethnic minority; Microbusinesses; Resource-based view; Social capital; Survival and sustainability |
| Index Keywords |
Index Keywords |
| Document Type |
Other |
| Open Access |
Open Access |
| Source |
Social Science Citation Index (SSCI) |
| EID |
WOS:000620055100023 |
| WoS Category |
Business |
| Research Area |
Business & Economics |
| PDF |
https://e-space.mmu.ac.uk/627032/3/CCS%20in%20EMMBs%2020%20Dec%202020.pdf
|