Compassionate customer service in ethnic minority microbusinesses

Muhibul Haq, Martin Johanson, Julie Davies, Leo Dana and Tribikram Budhathoki

Journal of Business Research, 2021, vol. 126, issue C, 279-290

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.

Keywords: Customer service; Ethnic minority; Microbusinesses; Resource-based view; Social capital; Survival and sustainability (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (4)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:126:y:2021:i:c:p:279-290

DOI: 10.1016/j.jbusres.2020.12.054

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