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Compassionate customer service in ethnic minority microbusinesses

Author

Listed:
  • Haq, Muhibul
  • Johanson, Martin
  • Davies, Julie
  • Dana, Léo-Paul
  • Budhathoki, Tribikram

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.

Suggested Citation

  • Haq, Muhibul & Johanson, Martin & Davies, Julie & Dana, Léo-Paul & Budhathoki, Tribikram, 2021. "Compassionate customer service in ethnic minority microbusinesses," Journal of Business Research, Elsevier, vol. 126(C), pages 279-290.
    • Handle: RePEc:eee:jbrese:v:126:y:2021:i:c:p:279-290
    DOI: 10.1016/j.jbusres.2020.12.054
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    Citations

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    Cited by:

    1. Sambo Lyson Zulu & Ali M. Saad & Barry Gledson, 2023. "Individual Characteristics as Enablers of Construction Employees’ Digital Literacy: An Exploration of Leaders’ Opinions," Sustainability, MDPI, vol. 15(2), pages 1-17, January.
    2. Pan, Mengyang & Hill, James & Blount, Ian & Rungtusanatham, Manus, 2022. "Relationship building and minority business growth: Does participating in activities sponsored by institutional intermediaries help?," Journal of Business Research, Elsevier, vol. 142(C), pages 830-843.
    3. Muyun Sun & Jigan Wang & Ting Wen, 2021. "Research on the Relationship between Shared Leadership and Individual Creativity-Qualitative Comparative Analysis on the Basis of Clear Set," Sustainability, MDPI, vol. 13(10), pages 1-14, May.

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