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http://bura.brunel.ac.uk/handle/2438/29769
Title: | Compassionate customer service in ethnic minority microbusinesses |
Authors: | Haq, M Johanson, M Davies, J Dana, L-P Budhathoki, T |
Keywords: | customer service;ethnic minority;microbusinesses;resource-based view;social capital;survival and sustainability |
Issue Date: | 13-Jan-2021 |
Publisher: | Elsevier |
Citation: | Haq, M. et al. (2021) 'Compassionate customer service in ethnic minority microbusinesses', Journal of Business Research, 126, pp. 279 - 290. 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. |
URI: | https://bura.brunel.ac.uk/handle/2438/29769 |
DOI: | https://doi.org/10.1016/j.jbusres.2020.12.054 |
ISSN: | 0148-2963 |
Other Identifiers: | ORCiD: Muhibul Haq https://orcid.org/0000-0002-6281-5999 ORCiD: Julie Davies https://orcid.org/0000-0002-6875-3100 ORCiD: Léo-Paul Dana https://orcid.org/0000-0002-0806-1911 |
Appears in Collections: | Brunel Business School Research Papers |
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