Family Business in the Middle East: An Eexploratory Study of Retail Management in Kuwait and Lebanon
探索中东家族所有的零售中小企业中，组织承诺、管理层与员工对客户服务的看法之间的关系，发现其行为与西方相似但存在文化差异，对全球零售商了解该地区管理者和员工有参考价值。
The Middle East is a growing, lucrative marketplace that has recently captured the interest of the world for political as well as economic reasons due to the War in Iraq, which began in 2003. This exploratory study examines the relationship between retail small/medium enterprises (SMEs) that are family business owned, organizational commitment, and management and employee perceptions of customer service on a number of dimensions. The results suggest that managers and employees of family-owned businesses in the Middle East behave in ways similar to those in Western countries; however, 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 and the pivotal role of the family on business. Implications for practice are discussed.