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An exploratory study of SME management in the Middle East

Author

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  • Dianne H.B. Welsh
  • Peter Raven

Abstract

The Middle East is a growing, lucrative marketplace that recently has captured the interest of the world for political as well as economic reasons with the War in Iraq in 2003. This exploratory study examines the relationship between retail small/medium enterprises (SMEs) management and employee perceptions of customer service on a number of dimensions. The results suggest that managers and employees in the Middle East behave in similar ways to those in western countries, but there are differences, probably related to cultural characteristics. The Middle East is a richly diverse region, a myriad of unique cultures. As the market becomes more sophisticated, the importance of service quality increases. Global retailers can benefit from this study by better understanding the managers and employees in the region that are vital to their success. Implications for practice are discussed.

Suggested Citation

  • Dianne H.B. Welsh & Peter Raven, 2004. "An exploratory study of SME management in the Middle East," International Journal of Entrepreneurship and Small Business, Inderscience Enterprises Ltd, vol. 1(1/2), pages 121-135.
    • Handle: RePEc:ids:ijesbu:v:1:y:2004:i:1/2:p:121-135
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    Cited by:

    1. Krishn A. Goyal & A. Sadasivam, 2010. "A Critical Analysis of Rational & Emotional Approaches in Car Selling," International Journal of Business Research and Management (IJBRM), Computer Science Journals (CSC Journals), vol. 1(2), pages 59-63, December.
    2. Finlay Jim & Kassar Abdul-Nassar & Neal Mark, 2013. "Can Business Education Change Management Practices In Non-Western Societies: Lessons From Lebanon," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 1(1), pages 113-122, July.

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