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Small and medium-sized enterprises (SME) make a significant contribution to alleviating poverty and generating employment, and achieve sustainable economic growth. Customer services represent core elements of a successful business enterprise. This study aims to examine the effect of education on customer satisfaction in the SME sector and what the future holds for developing countries.

Using Bangladesh as a case study, this analysis uses a multiple-linear regression approach to examine the effect of a customer care orientation on customer satisfaction and on an SME’s ability to survive. Using a “probit model,” this study investigates the effects on customers’ probability of receiving subsequent services.

Developing good customer services in secondary education will increase customers’ satisfaction and enable SMEs to survive and flourish in the long term. Having a policy that promotes this outcome increases the likelihood of receiving consistently good services for the foreseeable future.

Unlike previous studies, this study examines the role of customer relationships in secondary education and how they improve SME customers’ satisfaction and business survival. This study offers new insights to retain existing customers for a successful SME business model.

Small and medium enterprises (SME) significantly alleviate poverty and generate employment to achieve sustainable economic growth. Using electronic devices, e-commerce allows an immediate and advanced communication service to accomplish business transactions. Considering logistics provider as a case, this paper aims to examine the impact of adopting an e-commerce technology on its customers’ and agents’ satisfaction.

The authors use the difference in difference methodology to examine these effects and find positive impacts on both customers and service providers.

As SMEs are widely considered as the powerhouse of an economy, the authors’ findings suggest that using e-commerce not only makes an SME agent more efficient but also accelerates an SME business transaction, which ultimately helps to achieve sustainable economic growth.

A few studies are conducted in examining the impact of SME on economy. However, according to the authors’ knowledge, this is the first research that examines the impact of e-commerce on SME.

The purpose of this study is to identify the business strategies that entrepreneurs have formulated to establish the business with the intention of scaling up in the information technology (IT) sector in Chile, given that they have managed to scale up sustainably at an average annual rate of 73.3% and an average annual employee growth rate of 37% for four consecutive years after an establishment period of 25 months.

Three methodological steps were used to identify which strategic initiatives are relevant to the establishment of small- and medium-sized enterprises (SMEs) on the path to scaling up. The first part consisted of identifying the literature and defining the research propositions and research questions. The second part was to prepare, collect and analyse the data to conduct the research by applying, transcribing, reviewing and coding the sources of evidence to explore how SMEs are able to develop strategic initiatives for the start-up process. The final stage was to validate the research proposal to identify potential strategic initiatives identified during the multi-case study.

As a result of the data analysis and empirical findings, three deliberate strategic initiatives were identified: staying engaged with customers, delivering successful business solutions and articulating social capital. However, in crisis situations, entrepreneurs readjust their strategies based on their management skills and an emergent strategic initiative was identified as securing the financial structure and revolutionising change. While this research was not designed to identify personal attributes, it did highlight the importance of adaptation and learning as a skill to drive the business model for scaling up during the establishment of their business.

It is clear that the study focused on Chile and cannot be replicated in other regions or sectors due to the characteristics of the sample itself, but it provides empirical evidence that there are cycles prior to scale up that need to be understood. The findings were empirically validated during the establishment phase, but the deliberate and emergent strategic initiatives that consolidated the SME to prepare for its scale-up process are not evident in the theory.

The IT sector will continue to grow and change after the pandemic, and the global economy will use more digital systems, creating new ways of working with the use of IT. This context will impact on SMEs where strategies, whether deliberate or emergent, will need to be part of the new business models, and therefore, caution should be exercised when using the results of this study. Public and private institutions should educate and guide entrepreneurs for the potential scaling up of their SMEs without having to wait 42 months, according to Global Entrepreneurship Monitor 2021-2022 (Hill et al., 2022). Scaling up can begin as early as 25 months after establishment, breaking the paradigm of the theory that the SME must be established in a period of 3.5 years. This period cannot be generalised as business opportunities in the IT sector are faster. The research also contributes by reporting that contingency planning is relevant during the establishment phase.

Educational institutions and the public sector have made efforts to change business cultures regarding the importance of strengthening entrepreneurship, but teaching the emergent strategies that often challenge SME creation is not yet widespread in educational formats. This is a challenge not only for institutions but also for entrepreneurs trying to anticipate the constant changes in the global economy. This research provides an opportunity to create more dynamic business models with more conscious risk planning.

Although the literature has confirmed the findings, this research has provided a pre-scaling picture that links these two important stages on the axis of deliberate and emergent strategies. The findings confirm the importance of correctly embedding five strategic initiatives for the establishment of the SME if it is to continue on its journey towards business scale-up. However, there is a lack of empirical evidence in emerging economies on how entrepreneurs have found the right path to scale-up.

Big data has raised challenges and opportunities for business, the information technology (IT) industry and research communities. Nowadays, small and medium-sized enterprises (SME) are dealing with big data using their limited resources. The purpose of this paper is to describe the synergistic relationship between big data and knowledge management (KM), analyze the challenges and IT solutions of big data for SME and derives a KM model of big data for SME based on the collected real-world business cases.

The study collects eight well-documented cases of successful big data analytics in SME and conducts a qualitative data analysis of these cases in the context of KM. The qualitative data analysis of the multiple cases reveals a KM model of big data for SME.

The proposed model portrays the synergistic relationship between big data and KM. It indicates that strategic use of data, knowledge guided big data project planning, IT solutions for SME and new knowledge products are the major constructs of KM of big data for SME. These constructs form a loop through the causal relationships between them.

The number of cases used for the derivation of the KM model is not large. The coding of these qualitative data could involve biases and errors. Consequently, the conceptual KM model proposed in this paper is subject to further verification and validation.

The proposed model can guide SME to exploit big data for business by placing emphasis on KM instead of sophisticated IT techniques or the magnitude of data.

The study contributes to the KM literature by developing a theoretical model of KM of big data for SME based on underlying dimensions of strategic use of data, knowledge guided big data project planning, IT solutions for SME and new knowledge products.

Information and communications technology (ICT) offers enormous opportunities for individuals, businesses and society. The application of ICT is equally important to economic and non-economic activities. Researchers have increasingly focused on the adoption and use of ICT by small and medium enterprises (SMEs) as the economic development of a country is largely dependent on them. Following the success of ICT utilisation in SMEs in developed countries, many developing countries are looking to utilise the potential of the technology to develop SMEs. Past studies have shown that the contribution of ICT to the performance of SMEs is not clear and certain. Thus, it is crucial to determine the effectiveness of ICT in generating firm performance since this has implications for SMEs’ expenditure on the technology. This research examines the diffusion of ICT among SMEs with respect to the typical stages from innovation adoption to post-adoption, by analysing the actual usage of ICT and value creation. The mediating effects of integration and utilisation on SME performance are also studied. Grounded in the innovation diffusion literature, institutional theory and resource-based theory, this study has developed a comprehensive integrated research model focused on the research objectives. Following a positivist research paradigm, this study employs a mixed-method research approach. A preliminary conceptual framework is developed through an extensive literature review and is refined by results from an in-depth field study. During the field study, a total of 11 SME owners or decision-makers were interviewed. The recorded interviews were transcribed and analysed using NVivo 10 to refine the model to develop the research hypotheses. The final research model is composed of 30 first-order and five higher-order constructs which involve both reflective and formative measures. Partial least squares-based structural equation modelling (PLS-SEM) is employed to test the theoretical model with a cross-sectional data set of 282 SMEs in Bangladesh. Survey data were collected using a structured questionnaire issued to SMEs selected by applying a stratified random sampling technique. The structural equation modelling utilises a two-step procedure of data analysis. Prior to estimating the structural model, the measurement model is examined for construct validity of the study variables (i.e. convergent and discriminant validity).

The estimates show cognitive evaluation as an important antecedent for expectation which is shaped primarily by the entrepreneurs’ beliefs (perception) and also influenced by the owners’ innovativeness and culture. Culture further influences expectation. The study finds that facilitating condition, environmental pressure and country readiness are important antecedents of expectation and ICT use. The results also reveal that integration and the degree of ICT utilisation significantly affect SMEs’ performance. Surprisingly, the findings do not reveal any significant impact of ICT usage on performance which apparently suggests the possibility of the ICT productivity paradox. However, the analysis finally proves the non-existence of the paradox by demonstrating the mediating role of ICT integration and degree of utilisation explain the influence of information technology (IT) usage on firm performance which is consistent with the resource-based theory. The results suggest that the use of ICT can enhance SMEs’ performance if the technology is integrated and properly utilised. SME owners or managers, interested stakeholders and policy makers may follow the study’s outcomes and focus on ICT integration and degree of utilisation with a view to attaining superior organisational performance.

This study urges concerned business enterprises and government to look at the environmental and cultural factors with a view to achieving ICT usage success in terms of enhanced firm performance. In particular, improving organisational practices and procedures by eliminating the traditional power distance inside organisations and implementing necessary rules and regulations are important actions for managing environmental and cultural uncertainties. The application of a Bengali user interface may help to ensure the productivity of ICT use by SMEs in Bangladesh. Establishing a favourable national technology infrastructure and legal environment may contribute positively to improving the overall situation. This study also suggests some changes and modifications in the country’s existing policies and strategies. The government and policy makers should undertake mass promotional programs to disseminate information about the various uses of computers and their contribution in developing better organisational performance. Organising specialised training programs for SME capacity building may succeed in attaining the motivation for SMEs to use ICT. Ensuring easy access to the technology by providing loans, grants and subsidies is important. Various stakeholders, partners and related organisations should come forward to support government policies and priorities in order to ensure the productive use of ICT among SMEs which finally will help to foster Bangladesh’s economic development.

In the twenty-first century, as the D3 technological revolutions of jobs, which include digitalisation, decarbonisation and decentralisation, is running in most businesses, we are faced with a new generation of fast processing, including decision-making of machines instead of humans. This matter opens a new gate of new and upgraded business infrastructure, especially for small and medium enterprises (SMEs), to replace artificial intelligence (AI) and neural networks instead of human employees. Incorporating the Internet of Things (IoT) into business processes is essential for SME growth. Big data analytics may use big data to communicate with their markets and consumers, enhance efficiency, cut costs, validate choices and spot trends by retrieving, analysing and managing data. So, in this regard, it seems simultaneous with the rise of intelligent networks that AI appears in human communities more tangible and efficient.

The purpose of this paper is to test a conceptual framework explaining the role of relationships and trust in enabling the purchase of business advice by small business owner–managers from their external accountants.

The study uses a semi-structured interview approach with 20 small- and medium-sized enterprise (SME) owners and accountants in London and Melbourne.

The interview data support the conceptual framework’s central proposition that relationships and trust, rather than being antecedents of demand for advice, are necessary conditions for enabling latent demand. SMEs with greater propensity to trust are more open to buying business advice but not necessarily from their accountant.

A limitation of the fieldwork is that it is based on a non-random and limited sample of accountants and SMEs.

Accountants in public practice can no longer assume that the already established relationships with their clients, developed while providing compliance services, will automatically lead SME clients to purchase business advice.

The paper contributes to the accounting literature by developing a conceptual model of relationships and trust that will assist the profession in better understanding the complex dynamics of the accountant–client relationship. The conceptual model distinguishes, for the first time, the antecedent factors of demand for business advice from the enabling roles of relationships and trust. Fieldwork interviews also yielded new insights into how SMEs’ decisions to purchase business advice are influenced by specific personality traits of SME owner–managers and additional antecedent demand factors not identified in the extant literature – economic conditions, environmental turbulence and business life-cycle.

The link between SME performance, growth and development is well established; however, the characteristics of SMEs that allow firms to be successful in the long run in an underdeveloped country context, i.e. Pakistan, are still unclear. This paper aims to bridge this gap by identifying the SMEs’ characteristics that set them apart from their rivals and become successful.

This study uses Storey’s development framework to identify the SMEs’ characteristics. Data is gathered using the case study method from SMEs with a metropolitan context in Pakistan. A narrative methodological framework was used during the data gathering and analysing stages.

Findings of this study indicate that the prosperity of SMEs in Pakistan is dependent on a combination of characteristics, including entrepreneurial characteristics of owner–managers, knowledge of business operating models, social networks and relationship building and innovation in business style. Additionally, other factors such as governance structure, strategic planning of market diversification and export characteristics also influence the prosperity of an SME. These findings may have several important implications for key stakeholders, including entrepreneurs, SMEs and policymakers in the government.

This research provides evidence about factors that can help an SME to become successful in uncertain situations surrounding a business environment. Theoretically, the contribution of this research is that it demonstrates that entrepreneurial characteristics and the effective leadership style of owner–managers can help SMEs achieve prosperity in external unforeseeable situations.

Drawing on the resource-based view (RBV), this paper aims to analyse the relevance of Industry 4.0 (I4.0) technologies and participation in global value chains (GVC) and the effects of the complementarity between both in the adoption of circular economy (CE) actions by small and medium-sized enterprises (SME).

This paper analysed a large-scale international sample by employing logistic and linear regression models to test the research hypotheses on the effects of I4.0 technologies, GVC participation, and the interaction on CE actions (recycling or reusing materials, reducing the consumption and impact of natural resources, saving energy and/or switching to sustainable energy sources, developing sustainable products or services).

The evidence suggests that I4.0 technologies already represent important resources for CE adoption and SME participating in GVC display a greater likelihood of adopting CE actions. From the perspective of resource complementarity, by interacting the two factors viewed as resources in this article, results may report that adopting I4.0 technologies and simultaneously participating in GVC may turn out detrimental to SME undertaking CE actions, specifically as regards recycling and reusing materials, saving energy or switching to sustainable energy sources and in cases of widely adopting CE practices.

The paper returns novel insights into the adoption of CE practices by presenting evidence that I4.0 technologies and participation in GVC may be successful means for SME seeking to implement CE actions but must be combined carefully. This paper also provides theoretical and practical implications for SME managers, firms participating in GVCs and policy makers, and shedding light on new research avenues.

The concept of global mindset was introduced more than a decade ago as a prerequisite for successful internationalisation of small- and medium-sized enterprises (SMEs). However, the pace of global integration and globalisation has accelerated, and complexity has increased. Therefore, the authors ask: To what extent is global mindset still a critical driver for successful international expansion of SMEs? We are particularly interested in learning how global mindset is reflected in the decision making of internationalising SMEs in Finland. To answer this question, we test four propositions which concern the relationship between global mindset, decision-making logic and SME performance. Our empirical study is based on a cross-sectional sample of Finnish SMEs, and the authors find that global mindset seems to be linked to both effectual decision-making logic and improved international performance. On the other hand, in our data set effectual decision making and SME performance were not linked; thus, global mindset predicts international rather than overall performance of the Finnish SMEs. Overall, this study confirms the continued relevance of the global mindset concept. Furthermore, it indicates the connection between global mindset and entrepreneurial decision making and that their joint effect is relevant when explaining entrepreneurial internationalisation.