The Effect of Customer Orientation on Smaller Sized Service Firms and on the Market: A Multilevel Application Embracing Firms and Customers

Peña, Ana Isabel Polo; Jamilena, Dolores María Frías; Molina, Miguel Ángel Rodríguez

doi:10.1111/jsbm.12158

Cited by 11 publications

(10 citation statements)

References 61 publications

(107 reference statements)

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“…Since our selected topic is underresearched, we chose purposive sampling (Denzin & Lincoln, 2000;Saunders et al, 2016), which is widely adopted in qualitative research (Polo Peña et al, 2016;Shinnar & Zamantılı Nayır, 2019). Our case includes South Asian ethnic minority micro retail businesses that sell garments, fabrics, footwear, and accessories in West Yorkshire, UK.…”

Section: Methodsmentioning

confidence: 99%

“The person with maximum knowledge will win the race”: Conceptualizing knowledge in microbusinesses

Haq

Davies

2020

Journal of Small Business Management

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The concept of knowledge and the process of knowledge sharing in ethnic minority microbusinesses remain neglected in contemporary debates even if their role for economic development is recognized. Drawing on a culturalist view, we explore how knowledge is defined and shared in a local niche market. Thematic analysis of semistructured qualitative interviews with 32 ownermanagers and 11 employee-managers reveals that, contrary to studies on larger firms, local knowledge creation and sharing narrowly based on ethnic strengths are valuable sources of competitive advantage. Our study has implications for researchers, policymakers, and practitioners in exploring, supporting, and integrating ethnic minority microbusinesses.

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Section: Methodsmentioning

confidence: 99%

“The person with maximum knowledge will win the race”: Conceptualizing knowledge in microbusinesses

Haq

Davies

2020

Journal of Small Business Management

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“…CO role in SME development is relevant; Villanueva et al (2010) found CO essential to SMEs' success, where a company focuses on customers to know their current and future needs, and quickly respond while coordinating their actions through CO. In this regard, Peña et al (2016) raise the importance for SMEs to have information that allows them to adjust to consumers' expectations by using market information for designing their strategies.…”

Section: Customer Orientation: the Companies' Role And Customer Behavior On Esmentioning

confidence: 99%

Environmental sustainability and their factors in SMEs: A multiple case study of Spain and Chile

Pinuer¹,

Valenzuela-Fernández²,

Andreu³

et al. 2022

cuadernosgestion

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Environmental Sustainability (ES) is a growing concern for society’s development while identifying companies’ need to define sustainability-based strategies. Small and medium-sized enterprises (SMEs) have an essential role; generating more than 60% of employment in Europe and Latin America. Numerous research exists regarding large companies’ situation on environmental topics, yet little exists on SMEs at the practical and theoretical levels. Thus, determining the variables that affect the application of ES is very relevant. This study analyzes in-depth ES factors and drivers from the SMEs’ perspective, exploring the variables influencing their implementation in these companies. The methodology employed is in-depth interviews, applied to a sample of 17 SMEs in Spain and 25 SMEs in Chile. The main findings suggest that Entrepreneurial Orientation (EO), Customer Orientation (CO), and Corporate Social Responsibility (CSR) influence ES adoption in both countries, showing similarities in the driving reasons behind them, but with certain differences in their implementation (affected by institutional context influences). Furthermore, the level of knowledge affects decision-making related to the development of high-level environmental practices.

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“…While large retailers have increasingly turned to non-human interactions, smaller local retailers continue to stress social relationships and personal service (Altinay et al, 2014;Song et al, 2018). The ability to establish long-lasting social and personal customer relationships has been noted as central to small local retailers' assets (Altinay et al, 2014;Bloemer et al, 2003;Klemz & Boshoff, 2001), and has been linked to small businesses' performance (Adjei et al, 2009;Polo-Peña et al, 2016).…”

Section: Introductionmentioning

confidence: 99%

“…While large retailers have increasingly turned to non‐human interactions, smaller local retailers continue to stress social relationships and personal service (Altinay et al, 2014; Song et al, 2018). The ability to establish long‐lasting social and personal customer relationships has been noted as central to small local retailers' assets (Altinay et al, 2014; Bloemer et al, 2003; Klemz & Boshoff, 2001), and has been linked to small businesses' performance (Adjei et al, 2009; Polo‐Peña et al, 2016). It is reasonable to assume that social factors may have a significant impact on consumer patronage of retail stores in their own community (hereafter referred to as ‘local retail store patronage’), and therefore are important for the survival and development of local retail businesses.…”

Section: Introductionmentioning

confidence: 99%

The influence of social capital on local retail patronage in an urban setting

Qiu

Chen

Bruning

2023

Int J Consumer Studies

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Local retail stores are currently facing intense competition from both online retailers and large chain stores. An understanding of local retail store patronage (i.e., patronage of retail stores in one's own community) is essential to the survival and growth of local retailers. Drawing on Social Capital Theory, we theorize and show with store-level survey data the influence of social capital (community attachment and reciprocity) on local retail store patronage in a large urban setting. We find that the impact of social factors differs for residents within the community compared to those outside of the community. We also demonstrate the importance of social factors in comparison to non-social factors. These findings contribute to the literature by extending the impact of social capital on local retail store patronage beyond rural settings, providing insight into urban consumers' decision to patronize local retail stores, and highlighting the impact of community boundaries. These findings also generate practical recommendations for local merchants and stress the importance of building reciprocal relationships with local customers as well as varying communications across community boundaries.

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The Effect of Customer Orientation on Smaller Sized Service Firms and on the Market: A Multilevel Application Embracing Firms and Customers

Cited by 11 publications

References 61 publications

“The person with maximum knowledge will win the race”: Conceptualizing knowledge in microbusinesses

“The person with maximum knowledge will win the race”: Conceptualizing knowledge in microbusinesses

Environmental sustainability and their factors in SMEs: A multiple case study of Spain and Chile

The influence of social capital on local retail patronage in an urban setting

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