Manchester Metropolitan University's Research Repository

Compassionate customer service in ethnic minority microbusinesses

Muhibul, Haq and Martin, Johanson and Julie, Davies and Léo-Paul, Dana and Tribikram, Budhathoki and Davies, Julie (2020) Compassionate customer service in ethnic minority microbusinesses. Journal of Business Research. ISSN 0148-2963 (In Press)

Restricted to Repository staff only

Download (620kB)


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.

Impact and Reach


Activity Overview

Additional statistics for this dataset are available via IRStats2.

Actions (login required)

View Item View Item