We treat them like family

Dimensions of Compassionate Customer Service

Muhibul Haq, Julie Davies

Research output: Contribution to journalMeeting Abstract

Abstract

Traditional in-store service–customer loyalty relationships have fragmented in the gig economy with growing contingent and disengaged labour and cashier-less and mobile/online retail. This study investigates the effects of face-to-face compassionate customer service (CCS) in ethnic minority small retailers (EMSRs). Our analysis of 43 semi-structured interviews in South Asian regional SMEs in England shows how shared ethnic culture and family value systems blur boundaries between commercial and social interactions. We offer a theoretical framework for future research on ethnic minority small enterprises (EMSEs) based on five dimensions: a customer-conscious approach, empathy, patience, allowing the customer to make the buying decision, and dealing with difficult situations/customers amicably. We discuss policy and practice implications for managing small businesses and customer relationships to create a potential source of sustained competitive advantage within a challenging retail environment amidst debates about the social and economic integration of immigrants and ‘the other’.
Original languageEnglish
JournalAcademy of Management Proceedings
Volume2019
Issue number1
Early online date1 Aug 2019
DOIs
Publication statusPublished - 1 Aug 2019
EventThe 79th Annual Meeting of the Academy of Management - Hynes Convention Center, Boston, United States
Duration: 9 Aug 201913 Aug 2019
http://aom.org/annualmeeting/#targetText=The%20Academy%20of%20Management%20is,is%20Understanding%20the%20Inclusive%20Organization.

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Customer service
Retail
Ethnic minorities
Immigrants
Competitive advantage
System boundary
Value systems
England
Small business
Small and medium-sized enterprises
Retailers
Small enterprises
Business relationships
Theoretical framework
Labor
Social integration
Structured interview
Store loyalty
Customer relationship
Asia

Cite this

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We treat them like family : Dimensions of Compassionate Customer Service. / Haq, Muhibul; Davies, Julie.

In: Academy of Management Proceedings, Vol. 2019, No. 1, 01.08.2019.

Research output: Contribution to journalMeeting Abstract

TY - JOUR

T1 - We treat them like family

T2 - Dimensions of Compassionate Customer Service

AU - Haq, Muhibul

AU - Davies, Julie

PY - 2019/8/1

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KW - Customer loyalty

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JO - Academy of Management Proceedings

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