@article{60624bf3039c40a198784d311d6edf0d,
title = "We treat them like family: Dimensions of Compassionate Customer Service",
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 {\textquoteleft}the other{\textquoteright}.",
keywords = "Compassionate customer service, Ethnic minority small retailer, Customer loyalty",
author = "Muhibul Haq and Julie Davies",
year = "2019",
month = aug,
day = "1",
doi = "10.5465/AMBPP.2019.12898abstract",
language = "English",
volume = "2019",
journal = "Academy of Management Annual Meeting Proceedings",
issn = "2151-6561",
publisher = "Academy of Management",
number = "1",
note = "The 79th Annual Meeting of the Academy of Management ; Conference date: 09-08-2019 Through 13-08-2019",
url = "http://aom.org/annualmeeting/#targetText=The%20Academy%20of%20Management%20is,is%20Understanding%20the%20Inclusive%20Organization.",
}