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Compassionate custo...
Compassionate customer service in ethnic minority microbusinesses
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- Haq, Muhibul (författare)
- University of Huddersfield,Univ Huddersfield, Huddersfield Business Sch, Huddersfield HD1 3DH, W Yorkshire, England
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- Johanson, Martin (författare)
- Uppsala universitet,Högskolan Dalarna,Företagsekonomi,University of Huddersfield; Uppsala University,Företagsekonomiska institutionen,Univ Huddersfield, Huddersfield Business Sch, Huddersfield HD1 3DH, W Yorkshire, England.; Dalarna Univ, Sch Technol & Business Studies, Falun, Sweden
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- Davies, Julie (författare)
- Manchester Metropolitan University,Manchester Metropolitan Univ, Fac Business & Law, Dept People & Performance, Manchester, Lancs, England
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- Dana, Leo-Paul (författare)
- Montpellier Business School,Montpellier Business Sch, Montpellier Res Management, Montpellier, France
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- Budhathoki, Tribikram (författare)
- University of Huddersfield,Univ Huddersfield, Huddersfield Business Sch, Huddersfield HD1 3DH, W Yorkshire, England
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(creator_code:org_t)
- Elsevier BV, 2021
- 2021
- Engelska.
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Ingår i: Journal of Business Research. - : Elsevier BV. - 0148-2963 .- 1873-7978. ; 126, s. 279-290
- Relaterad länk:
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https://urn.kb.se/re...
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https://doi.org/10.1...
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https://urn.kb.se/re...
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Abstract
Ämnesord
Stäng
- 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.(PDF) Compassionate customer service in ethnic minority microbusinesses.
Ämnesord
- SAMHÄLLSVETENSKAP -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)
- SOCIAL SCIENCES -- Economics and Business -- Business Administration (hsv//eng)
Nyckelord
- Customer service
- ethnic minority
- microbusinesses
- resource-based view
- social capital
- survival and sustainability
- Företagsekonomi
Publikations- och innehållstyp
- ref (ämneskategori)
- art (ämneskategori)
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