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This study empirically aims to examine the collaboration between social enterprises (SEs) and impact investors (IIs), which are organisations with similar interests but with distinct logics, and in high demand in emerging economies with complex problems. Despite the significant economic contributions of these organisations, there have been limited studies examining how they collaborate in different contexts, including theoretical insights explaining how they gain partner fit from resource synergy.

Mainstream businesses use the compatibility and complementarity concepts to examine buyer–supplier strategic alliances. Using similar concepts in the context of hybrid organisations, the authors interviewed six pairs of SEs and IIs with dyadic relations in Nigeria, aiming to deeply understand how they align dissimilar logics in pursuing common goals in emerging economies.

The authors’ findings revealed how compatibility criteria from the institutional logics perspective and complementarity from social exchange theory guide collaboration between SEs and IIs in an emerging economy. Using these theories provides new insights that distinguish SEs and IIs collaboration from conventional theories on the internationalisation of businesses, which remained insufficient for understanding the cross-border operations of SEs.

The study holds practical implications for organisations, regardless of their size, international investors, governments, organisations and individuals desiring to pursue sustainable business agendas in emerging economies with huge impact opportunities and the process involved.

The outcomes of this study extend knowledge of the theoretical lens examining collaborative entrepreneurship from the perspective of hybrid organisations. It also challenged existing knowledge on collaboration between SEs and IIs, often characterised by potential tensions due to the dissimilarity of institutional logics of actors.

It is widely evident that trust and commitment are important pillars for strengthening the relationship between financial service firms and their customers. However, it has not been explored how the service quality, perceived cost and role of agents are important for financial service firms. To overcome this gap, this study aims to investigate the role of service quality, perceived cost and the role of agents as the commitment–trust factors in the financial insurance service (Takaful) in Malaysia, enhancing customer satisfaction.

The study follows a quantitative design in which primary data was collected using a survey instrument. The measurement instrument was adapted from the previous research, and data were collected from 264 customers of the Takaful financial service organizations in Malaysia. The data were analyzed using variance-based structural equational modeling in Smart-PLS software.

This research has revealed several useful insights that demonstrate a significant impact on service quality, perceived cost and the agents’ role in forging close relationships with their customers. Corporate image has a moderating role in relationships and has significantly impacted takaful insurance companies. The results imply that regardless of the corporate image of the financial service organizations, customers are concerned about the prices and the quality of the agents’ services.

In this study, only the predictors such as service quality, perceived costs and agents’ roles as trust–commitment factors were examined to determine customer satisfaction. Other investigations are highly recommended, such as value co-creation in takaful, takaful customer experience and takaful trust. This study offers insights to takaful insurance companies on how to keep up a positive corporate image, which will boost their trust–commitment factors and ultimately increase customer satisfaction.

By presenting commitment–trust factors and company image in an identifiable framework, the current study has expanded the discussion on takaful financial insurance services. The methodology is developed and rigorously tested to gauge customer satisfaction in takaful financial service organizations’ context.