Entrepreneurial Bricolage, Local Supply Network Strength, and Service Agility in Relation to Continuity of Serving Customers in Micro and Small Enterprises

This study sought to examine how micro and small customer-facing businesses sustain continuity of serving customers under conditions of disruption. Drawing on data collected from 230 owners of micro and small enterprises operating across various sectors, the study focuses on the roles of entrepreneurial bricolage and local supply network strength, as well as on the role of service agility as a connecting mechanism. The results showed that entrepreneurial bricolage is closely associated with both service agility and the ability of businesses to maintain continuity of serving customers under challenging conditions. Likewise, local supply network strength appeared to support service agility, although it did not show a direct relationship with continuity of serving customers. Significantly, service agility emerged as a central mechanism that helped turn available resources and network access into sustained continuity of serving customers. These findings highlight that, in resource-constrained and fragile contexts, maintaining continuity of serving customers depends less on resource availability alone and more on how businesses adapt and respond to changing conditions. The study contributes by offering initial insights into the mechanisms through which owners of micro and small enterprises can navigate disruption, emphasizing the importance of adaptive capabilities in sustaining continuity of serving customers.