How May Small Family Businesses Compete Through Tacit Knowledge?

Dessi, C., Ng, W. & Floris, M., Cabras, S. ‘How Small Family Businesses May Compete Through Tacit Knowledge’, Journal of Small Business and Enterprise Development, Forthcoming

25 Pages Posted: 27 Oct 2011 Last revised: 24 Nov 2013

See all articles by Cinzia Dessì

Cinzia Dessì

Universita di Cagliari

Wilson Ng

IDRAC Business School, Campus de Lyon

Michela Floris

Universita di Cagliari

Stefano Cabras

Department of Mathematics and Informatics - Università di Cagliari; Department of Statistics - Universidad Carlos III de Madrid

Date Written: October 25, 2011

Abstract

Despite the reported decline of small retail businesses in Western Europe, these businesses still seem to compete and thrive in many urban areas. We explore this puzzle by assessing the closeness of perceptions between managers and customers of two small family-owned and managed businesses ("FBs") and two larger non-FBs in Sardinia, Italy. Located in the literature on customer relations management ("CRM"), the study extends CRM studies to small High Street FBs by explaining how these businesses have continued to compete and thrive by leveraging their well-developed tacit knowledge of a small number of repeat customers. Our findings have scholarly and managerial implications in the way that both FBs and non-FBs may gain and keep customers by anticipating and not merely responding to their requirements.

Keywords: Small Family Businesses, Consumer Retail Businesses, Intuitive Perception, Perceptive Concordance, Tacit Knowledge

JEL Classification: M13

Suggested Citation

Dessì, Cinzia and Ng, Wilson and Floris, Michela and Cabras, Stefano, How May Small Family Businesses Compete Through Tacit Knowledge? (October 25, 2011). Dessi, C., Ng, W. & Floris, M., Cabras, S. ‘How Small Family Businesses May Compete Through Tacit Knowledge’, Journal of Small Business and Enterprise Development, Forthcoming, Available at SSRN: https://ssrn.com/abstract=1932475 or http://dx.doi.org/10.2139/ssrn.1932475

Cinzia Dessì

Universita di Cagliari ( email )

Wilson Ng (Contact Author)

IDRAC Business School, Campus de Lyon ( email )

47, Rue du Sergent Michel Berthet
Lyon, 69009
France
+447557098046 (Phone)
+6042292437 (Fax)

HOME PAGE: http://www.enjoyyourbusinessresearch.com

Michela Floris

Universita di Cagliari ( email )

Stefano Cabras

Department of Mathematics and Informatics - Università di Cagliari ( email )

Cagliari, 09124
Italy

Department of Statistics - Universidad Carlos III de Madrid ( email )

Madrid, 28903
Spain

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