Small Business Service Research Articles

Rethinking inter-firm dynamics from a small firm perspective: the case for inter-organizational bullying

Purpose This paper aims to explain how the dynamics of inter-firm relations between small and large firms can, in the case of some behaviours, be interpreted as inter-organizational bullying. Design/methodology/approach This paper draws on a qualitative approach adopting the critical incident method to explore the subjective experiences of 13 individual managers and owners of small service businesses in dealing with the representatives/executives of the large corporations they serviced. The method facilitated an investigation of the significant occurrences identified by the small-firm respondents about the undue advantage taken by the large firms. This was found to be more than simple occasional opportunistic or unfair business practices perpetrated by representatives of the large firms but, instead, involved bullying. Findings The results revealed that large corporations actively, though covertly, sought to take advantage of their small service providers by resorting to bullying practices. Intimidation, opportunism, use of deceitful or unfair business practices, as well as abuse of power, were manifestations of inter-organizational bullying committed by the large and powerful corporations. The contrasting characteristics of size, access to resources, economic and market power were identified as strong impediments against building effective ethical relational exchanges between the large corporations and their small service providers. Research limitations/implications The study's findings provide valuable insights into the root causes and consequences of inter-organizational bullying. However, it is crucial to interpret these results in the context of this specific study. It is worth nothing that these findings primarily represent the self-perception of inter-organizational bullying among small service providers and may not capture other viewpoints or aspects of the industrial sector. Replicating this study in different sectors could enhance the generalizability of the conclusions drawn. Practical implications This analysis is valuable in understanding what constitutes the phenomenon referred to as inter-organizational bullying. It also assists to understand the conditions when large firms exhibit such behaviours and their implications on the well-being of relevant stakeholders. Social implications Firstly, the business partners should maintain a healthy relationship if they want to avoid incidents of bullying, which can harm the performance of the relationship. In doing so, they need to reduce the level of uncertainty in their business relationships through the transparent information exchange, formulating commonly agreeable contracts and enhancing communication procedures. They also need to put aside their self-interest, but rather strive for achieving results that will be beneficial to both parties. Originality/value This exploratory study offers a novel and unexplored way of theorizing inter-organizational bullying, as well as uncovering its antecedents and impacts on the welfare of small businesses, particularly small service providers.

Using machine learning to develop customer insights from user-generated content

Uncovering customer insights (CI) is indispensable for contemporary marketing strategies. The widespread availability of user-generated content (UGC) presents a unique opportunity for firms to gain a nuanced understanding of their customers. However, the size and complexity of UGC datasets pose significant challenges for traditional market research methods, limiting their effectiveness in this context. To address this challenge, this study leverages natural language processing (NLP) and machine learning (ML) techniques to extract nuanced insights from UGC. By integrating sentiment analysis and topic modeling algorithms, we analyzed a dataset of approximately four million X posts (formerly tweets) encompassing 20 global brands across industries. The findings reveal primary brand-related emotions and identify the top 10 keywords indicative of brand-related sentiment. Using FedEx as a case study, we identify five prominent areas of customer concern: parcel tracking, small business services, the firm's comparative performance, package delivery dynamics, and customer service. Overall, this study offers a roadmap for academics to navigate the complex landscape of generating CI from UGC datasets. It thus raises pertinent practical implications, including boosting customer service, refining marketing strategies, and better understanding customer needs and preferences, thereby contributing to more effective, more responsive business strategies.

Quality Measurement of Online Single Submission (Oss) Information System with Mc Call Method (Case Study of Plut Kumkm)

The NTB Province Micro, Small and Medium Enterprise Cooperative Integrated Business Service Center (PLUT-KUMKM) under the West Nusa Tenggara Province Small and Medium Enterprise Cooperative Service, provides comprehensive assistance to KUMKM to increase production and competitiveness. With seven service areas, PLUT- KUMKM provides effective solutions for business actors. However, in issuing a Business Identification Number (NIB) via the OSS application. The thing is, like in the Business Licensing menu, there is a business development feature. Carrying out business development cannot be completed in one activity in one feature, users must return to the new application menu to continue the business development process and make updates. And user errors often occur such as entering information or not following the correct procedures when filling out forms. The licensing system seeks to be integrated electronically, aiming to cut bureaucracy and improve public services. This research measures the quality of the OSS system for issuing nibs based on the perceptions of 100 gardatransfumi assistants, using the McCall method . A comprehensive evaluation is carried out to identify weaknesses and necessary improvements. Measuring the quality of OSS systems using McCall's theory is important for understanding product quality attributes from the perspective of users and the software itself. The research results will provide in-depth insight into the condition of the website and recommendations for improvement. With the OSS system, the government is trying to make it easier to manage business legality. The NIB issued through OSS becomes the identity of business actors for import and export activities. Through quality measurements, systems, weaknesses and improvements to the NIB issuance process can be identified thereby ensuring better service for business actors.

Public Relations Strategy of the West Java Province Cooperative and Small Business Service in Increasing the Active Role of Secondary Cooperatives in West Java

Effective Public Relations Communication between the West Java Province Cooperative and MSME Service can help people increase awareness about the Secondary Cooperative program and how they can use it for their benefit. To achieve this goal, an appropriate communication strategy is needed. This research then aims to see how the Public Relations strategy of the Cooperatives and Small Business Office of West Java Province is increasing the active role of Secondary Cooperatives in West Java. This research will be carried out using a descriptive qualitative approach. Research data was obtained through various methods such as literature studies and interviews. The results of this research then found that the public relations strategy at the Department of Cooperatives and Small Businesses of West Java Province could be carried out through 4 phases. Aspects of the formative research phase help ensure that communication campaigns or programs are designed according to the needs and preferences of the audience, and are more effective in achieving the stated communication goals. Aspects of the strategy phase are carried out through a series of steps or methods to convey messages and information to the audience, namely the fostered secondary cooperative. Aspects of the tactical phase are carried out by documenting on social media and collaborating. Finally, evaluation research aspects are carried out periodically through evaluation meetings, both external and internal.

Solar panel adoption among Mexican small and medium-sized commercial and service businesses

We analyze the determinants of adoption of distributed solar photovoltaic systems, focusing on small and medium-sized commercial and service firms. We use monthly billing data that are perfectly matched with data from a novel survey that gathers information on electricity consumption, stock of electric equipment, and a rich set of firm characteristics in the Metropolitan Area of Aguascalientes, Mexico. Using an econometric model, we find evidence that a set of explanatory variables such as business characteristics, the economic sector, ownership status, stock and usage of equipment and appliances, presence of other solar technologies, and views about the use of renewable energy are important determinants of the probability of adoption of solar panel systems. Furthermore, using machine learning methods to identify the best predictors of solar adoption, we indirectly validate the theory-driven empirical model by assessing a large set of explanatory variables and selecting a subset of these variables. In addition, we investigate relevant cases where a priori solar panel adoption seems to be cost-effective but structural adoption barriers and adoption gaps might coexist for certain groups of electricity users. We also calculate the social cost savings and the avoided CO2 emissions. Finally, based on our results, we provide several policy implications and recommendations.

Accounting Systems And Procedures Design: Supporting Business Process and Internal Control of a Small Service Business in Special Region of Yogyakarta

For businesses engaged in the service sector, the problem faced is how companies can provide output with high service quality standards to meet customer satisfaction. During the Covid-19 pandemic, accounting information systems and good procedures are very important to support management in implementing business processes and evaluating the delivery of their service products. A community service activity aims to design accounting systems and procedures for a small business in Yogyakarta so that these service businesses can have the guidelines and accurate information bases for decision making. In addition, this system can improve the financial recording process that supports the consistency of business processes, as well as the application of a good internal control system. The implementation method includes an initial survey to collect information from the business, observation, and problem identification, followed by an evaluation of the accounting aspects and the development of a system design as a solution proposed by the community service team to be implemented in target partner organizations. The system flowchart, detailed operational system guidelines, and procedures resulting from this project made a positive contribution to the organization, as shown by the results of the evaluation with the director and business management at the final stage of the activity implementation.

외식 소상공인의 경영컨설팅 서비스품질이 컨설팅 활용도와 경영성과에 미치는 영향

The purpose of this study was to analyze the effects of management consulting service quality on consulting utilization and management performance in small food service businesses and test for variation in consulting service quality by the demographic characteristics. A total of 247 Questionnaires were used for this study. The results are as follow: First, among the sub-areas of management consulting service quality in small food service businesses, outcome quality and physical environment quality significantly affected consulting utilization, and interactional quality had no significant effect on consulting utilization. Second, consulting utilization significantly affected non-financial performance among the sub-areas of consulting utilization but had no significant effect on financial performance. Third, interactional quality among the sub-areas of management consulting service quality significantly affected financial performance. Both interactional quality and physical environmental quality significantly affected non-financial performance.

КАЧЕСТВЕННЫЙ МАРКЕТИНГ КАК ИНДИКАТОР ЭФФЕКТИВНОСТИ МАЛОГО БИЗНЕСА В СФЕРЕ УСЛУГ

Inattention of managers to the issue of implementing modern marketing concepts (opportunities, goals, objec-tives, methods, tools, etc.) as an integral part of effective development of small businesses in the prevailing conditions oftransformation of socio-economic development of the regions of modern Russia becomes the cause of crisis phenomena in the activities of business entities. The services sector has proved to be the most vulnerable and unable to resist the impact of negative factors of the current market environment. The article defines the specificity of services marketing, including at the stage of consumer and behavioral needs of market subjects; investigates development trends of practical marketing in the service sector in 2020 - 2022. The results of the survey of small business representatives in the sphere of services (on the example of Rostov-on-Don) are presented for the purpose of more complete description of their attitude to the concept of marketing and its functions. Its results were taken into account in the development of the algorithm of marketing development in the sphere of services, corresponding to the standards of small businesses and capable of adap-tation in the correlation of marketing decisions, planning and organization of marketing, creation of communication com-plex and evaluation of the feasibility of all stages of interaction of the enterprise with the interested parties. The algorithm was successfully tested in the context of situational task in the practical training of fourth year students in the field of "Marketing in trade" at the Rostov State Economic University (RINH), demonstrating its applicability as a tool to develop a quality marketing concept of small business services in accordance with current market conditions.

Technology-based HR management to optimize MSME product and service marketing

Technology-based human capital management, such as digital applications, is part of efforts to maximize the marketing of small business products and services. It discusses the management of science and technology-based marketing innovations that need to be encouraged. This study discusses the role of human resource management and its advantages in the technology sector to support the development of small business marketing so that people's businesses can continue to be sustainable and support the increase in the country's foreign exchange. This study also analyzes the data on the drivers of MSMEs based on technology innovation that we collect from various scientific reports and technology studies from various application contexts in the field. We collect data electronically from several scientific publications in the form of books and other literature, which we analyze with a phenomenological approach to get valid findings. We propose a technology-laden HR management model for business people, especially the marketing of small business products in Indonesia, transitioning from traditional marketing to innovative strategies that can be continuously supported. The results of this analysis will later assist in studying marketing innovation updates for small business products and services in future HR studies and training.

SERVICE COMPONENT OF INNOVATION INFRASTRUCTURE IMPACT ASSESSMENT: A REGIONAL EXAMPLE

Changes in the world economy and the crisis of 2020 have aggravated the problem of structural stability of the economy and economic security. Under these conditions, the demand for services in the creative economy will grow dynamically, as the most valuable goods are ideas, imagination and creativity. The aim of the article is to consider the impact of the service component on innovative development at the regional level. Methodology. For the purposes of the study, the main types of services provided by the most common institutional forms of innovation infrastructure are summarized. Classification by the criterion of the type of services is useful for monitoring the provision of the innovation system with different elements of innovation infrastructure. Services are considered in the applied context of assessing the effectiveness of innovation policy at the regional level. On the basis of analysis of world practice of innovation policy the spheres of financial and economic stimulation of innovation activity within which the corresponding service component can be considered are determined. Results. Within the framework of alternative approaches to neoclassical economics, based on evolutionary economics and Schumpeterian economics, the authors argue for services as an important component of a proactive industrial policy that can address these failures and is based on the institution of mentoring, small business service provision, development of technology parks and much more. The main types of services provided by the most common institutional forms of innovation infrastructure are summarized. Classification of services is based on the criterion of the type of services, useful for monitoring the provision of the innovation system with various elements of innovation infrastructure. Services were considered in the applied context of assessing the effectiveness of innovation policy at the regional level. Practical implications. On the basis of analysis of the world practice of innovation policy the spheres of financial and economic stimulation of innovation activity, within which the corresponding service component was considered, were determined. Value/originality. Longitudinal data and relevant calculations provide a better understanding of the impact of innovation infrastructure services on the main economic indicators of regional development.

Work-Life Balance Challenges that Impact Small Service Business Owners in Auckland and Invercargill

Work-Life Balance Challenges that Impact Small Service Business Owners in Auckland and Invercargill

Small non-essential service companies in Brazil in times of pandemic

This study aimed to investigate the consequences of the (in)existence of emergency reserve for small non-essential service business in the city of Paranaguá, PR./Brazil. The survey was submitted to the managers of companies with more than 03 (three) years in the market, taking into account 02 (two) categories of analysis: emergency financial reserve and impacts of the Covid 19 pandemic. For data analysis, Bardin content analysis technique was used. The study revealed that during the pandemic period, companies had to adapt their way of working because of the crisis. In addition, the importance of using controls and financial indicators to better manage the business and the use of the emergency financial reserve as a survival strategy was highlighted.

Using social media to navigate changing rural markets: the case of small community retail and service businesses

To help small firms navigate changing rural markets, this study investigated how small businesses use social media to expand their customer and stakeholder networks to sustain their businesses. Focus group interviews with owners of small retail and service businesses were conducted in three selected rural Iowa communities. Our findings indicate that social media is an innovative marketing tool to promote interactive, collaborative, and personalized interactions with customers and stakeholders. These interactions enabled small businesses to attract new customers and foster commitment to the business. In addition, reciprocal relationships with stakeholders leveraged social media content creation and fostered social capital formation. However, social media integration poses challenges for many small businesses, due to operational, economic, infrastructural, legal and regulatory, and psychological factors. Our findings highlight education, legal and regulatory guidelines and policies, tools to measure the effectiveness of social media on marketing, and business assistance and support for small businesses to utilize social media to build customer and other business support networks. Implications support the potential for social media to enhance online interactions for these small firms, leading to the development of social capital, a valuable source of competitive advantage and business sustainability in rural markets.

Role of Government to Enhance Digital Transformation in Small Service Business

In the digital economy era, small service business struggle to compete in a rapidly changing and dynamic market. Therefore, through digital transformation (DT), small service business seek to increase their competitive advantage, improve business performance, and achieve business growth. Having limited resources and capabilities, small service business must deal with several barriers and challenges. This study aims to discover the barriers, and the roles of government, for digital transformation in small service business. This study applied a qualitative approach involving semi-structured in-depth interviews with top management of small service business. Then, we employed the content analysis method to examine interview data and construct a model. This research reveals four main barriers to digital transformation in small service business: lack of funding, lack of digital capability, lack of human resources, and technical barriers. We found there are four government roles for supporting digital transformation in small service business: build a digital platform for small service business, promote mobile/digital payment, provide digital training, and build a digital collaboration ecosystem. Additionally, based on this study’s findings, a model for barriers and government support of digital transformation in small service business is presented. This study contributes to the conceptual framework and management implications in the digital transformation field. The study’s findings provide insights to practitioners and suggest that the government could alter the current policies and programs to support digital transformation in small service business.

Innovation and external knowledge sources in knowledge intensive business services (KIBS): evidence from de-industrialized UK regions

ABSTRACT This paper explores the effect of external knowledge sources and the uneven geography on innovation activity in small Knowledge Intensive Business Services (KIBS). It draws on results from a survey of 342 small and medium (SME) KIBS located in the UK’s North East and West Midlands, both de-industrialized regions. It is shown that innovation is supported by knowledge gained from frequent interaction with customers both regional and UK based as well as international. More frequent interaction with local business networks, informal contacts and national licencing arrangements also enhances innovativeness. Various industry-specific business networks and regional government agencies act as important sources of knowledge and networking and these are more important for KIBS located in the North East. The results indicate that more frequent collaboration with regional universities and regional public sector organizations does not benefit KIBS from either region. Also, while we acknowledge a positive effect of R&D on KIBS innovativeness we argue that its effect is less important compared to regional and extra regional knowledge sources.

An exploratory analysis of the project management and corporate sustainability capabilities for organizational success

PurposeThis study investigates whether corporate sustainability capability (CSC) along with project management maturity (PMM) based capability contribute to perceived organizational success. It also studies how this contribution varies by project type employed in the organization.Design/methodology/approachThe research is based on survey data collected from 66 managers of mostly small service businesses. The survey instrument consisted of a four-part questionnaire with 41 indicators focusing on CSC, maturity in project management knowledge areas and perceived internal and external organizational success. The SEM methodology, GLM (General Linear Model), and ANOVA are used for the analysis of the causal relationship among the indicators. The moderating effect of Project Type is analyzed using the Multi Group Analysis.FindingsThe findings demonstrate the impact of the successful integration of corporate sustainability and organizational PMM efforts on organizational success. Project management capability strengthens the effects of sustainability efforts, specifically in economic and social sustainability. Moreover, project type ranging from derivative to breakthrough moderates this effect.Research limitations/implicationsThe findings demonstrate the strategic importance of corporate sustainability and its integration with organizational project management, valuing project sustainability management.Practical implicationsThe study shows the importance of project management and sustainability capabilities for organizations in managing projects and developing vision, policy, and guidance with stakeholders, leading to organizational success.Originality/valueThis study reveals most success is achieved by maturity in stakeholder management, time, quality, communication and human resource management areas, economic and social sustainability capabilities demonstrated by platform and breakthrough projects.

Energy saving potential in the small business service sector: case study Telheiras neighborhood, Portugal

Studies on the service sector in the European Union have identified an economic saving potential between 20 and 30% of current energy consumption, which remains mostly untapped. Although the topic of energy efficiency has been explored in depth before, there is little organized information about service activities and especially about small business, despite its importance in energy consumption. In Portugal, the service sector is responsible for 12% of final energy and 35% of electricity consumption, half of which by small and medium enterprises. This research explores the energy saving potential in the small business service sector at the local scale. The selected case study was Telheiras, a neighborhood of Lisbon, where 47 establishments, out of a universe of 107, were subject to energy audits. The following activities were covered: retail, food services, health and beauty, print shops, and associations. The energy audits indicated an average savings potential of 27% of current energy consumption, with payback time under 3 years, at the cost of 13 €/MWh saved; and a savings potential of 32% of consumption, with payback under 6 years, at 19 €/MWh saved (far below market electricity prices). The main driver for action is the need to cut costs. Main barriers are insufficient knowledge, low priority given to energy, and funding difficulties. The approach to a whole neighborhood proved effective in promoting dialogue with business managers. The introduction of an energy audit program operating at the local scale could provide the needed support for the adoption of energy efficiency measures.

Factores determinantes de fidelidad a negocios comerciales al menudeo en Colima, México

Con base en una encuesta a 1246 clientes de pequeños negocios comerciales de Colima, México, se analiza la lealtad actitudinal y de comportamiento del cliente a la marca. Para este fin se emplean diversos métodos estadísticos tales como tablas de contingencia y modelos de regresión no lineal como el biprobit aparentemente no relacionado y el multinomial logit. Los resultados más importantes indican que las percepciones positivas de satisfacción; así como de interés de la empresa al cliente aumentan la frecuencia de visitas de compra a los negocios y la percepción de la fidelidad. Es un estudio exploratorio que plantea los primeros elementos para una agenda de gestión de fomento comercial a este tipo de negocios de venta al menudeo.

Do HRM and Leadership Go Hand in Hand? Their Multi-Level Interactive Effects on Service Climate

Conducted in the small business retail and service context, the current study examines how shop manager’s and firm owner’s transformational and transactional leadership styles interact with firms’ ...

Price competition in the market for business telecommunications services

We estimate a two-step control-function model that relates incumbent prices for small-business telecommunications services to the number of facilities-based entrants, cost, demand, regulatory conditions, and a correction for endogenous market structure. Results show that the price effects from entry are understated in ordinary least squares regressions. When controlling for endogeneity, prices are negatively related to the number of entrants, indicating that markets without a competitive presence could exhibit market power. These findings should prove helpful to the Federal Communications Commission and other State regulators determining the conditions under which price and other forms of regulation may be relaxed.