Thematic analysis of the effects of COVID-19 on Vietnamese micro-entrepreneurs in the service business in Finland
Nguyen, Nghi (2020)
Nguyen, Nghi
2020
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020052613680
https://urn.fi/URN:NBN:fi:amk-2020052613680
Tiivistelmä
During the time of the COVID-19 pandemic, it is crucial to check up on small entrepreneurs in order to assist them immediately and efficiently. Customer service providers are the most severely affected out of all undoubtedly, due to their working nature that requires direct communication and physical interactions with their customers. The purpose of the study is to figure out that are the effects of COVID-19 on small Vietnamese entrepreneurs of the customer service segment and their short-term strategies to operate their business.
Primary and secondary data were used to gather information that helps answer the research question of a thesis. Primary data was collected by conducting interviews with five Vietnamese entrepreneurs specializing in customer service segment. The interviews addressed their viewpoints on COVID-19 and its effects on their business. They also expressed their strategies used to overcome the crisis. Secondary data of the research focusing on the theoretical definition of an entrepreneur, customer service marketing, risk management,relationship marketing framework, organizational change, and thematic analysis was easily collected from printed books, online journals,and articles.
The findings of the research accumulated from the thematic analysis indicate different types of risks that affect the operation of entrepreneurs’ businesses with strategies to organizational change to rehabilitation and to maintain regular customers and customer loyalty. Furthermore, the findings also exhibit that the negative consequences of COVID-19 make them vulnerable and need more protection from the Finnish government financially. The result of the study can be used as a basis for research about potential strategic models to cope with COVID-19.
Primary and secondary data were used to gather information that helps answer the research question of a thesis. Primary data was collected by conducting interviews with five Vietnamese entrepreneurs specializing in customer service segment. The interviews addressed their viewpoints on COVID-19 and its effects on their business. They also expressed their strategies used to overcome the crisis. Secondary data of the research focusing on the theoretical definition of an entrepreneur, customer service marketing, risk management,relationship marketing framework, organizational change, and thematic analysis was easily collected from printed books, online journals,and articles.
The findings of the research accumulated from the thematic analysis indicate different types of risks that affect the operation of entrepreneurs’ businesses with strategies to organizational change to rehabilitation and to maintain regular customers and customer loyalty. Furthermore, the findings also exhibit that the negative consequences of COVID-19 make them vulnerable and need more protection from the Finnish government financially. The result of the study can be used as a basis for research about potential strategic models to cope with COVID-19.