Haq, Muhibul;
Johanson, Martin;
Davies, Julie;
Dana, Léo-Paul;
Budhathoki, Tribikram;
(2021)
Compassionate customer service in ethnic minority microbusinesses.
Journal of Business Research
, 126
pp. 279-290.
10.1016/j.jbusres.2020.12.054.
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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.
| Type: | Article |
|---|---|
| Title: | Compassionate customer service in ethnic minority microbusinesses |
| Open access status: | An open access version is available from UCL Discovery |
| DOI: | 10.1016/j.jbusres.2020.12.054 |
| Publisher version: | https://doi.org/10.1016/j.jbusres.2020.12.054 |
| Language: | English |
| Additional information: | This version is the author accepted manuscript. For information on re-use, please refer to the publisher's terms and conditions. |
| Keywords: | Customer service, Ethnic minority, Microbusinesses, Resource-based view, Social capital, Survival and sustainability |
| UCL classification: | UCL |
| URI: | https://discovery-pp.ucl.ac.uk/id/eprint/10145704 |
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