Abstract
Micro and small enterprises face conditions of vulnerability that limit their capacity for recovery and growth, so it is relevant to identify the factors that favor their economic reactivation. In this context, the study analyzes the role of service quality as a predictor of business performance and examines whether its effect varies according to the size of the productive unit. Using a quantitative approach and an explanatory-predictive model, the results show a positive relationship between service quality and economic reactivation, as well as differences between micro and small enterprises. The findings suggest that the availability of complementary resources conditions the ability to transform intangible assets into better economic results.
References
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[4] S. O. Caballero-Morales, "Innovation as recovery strategy for SMEs in emerging economies during the COVID-19 pandemic," Research in International Business and Finance, vol. 57, Art. no. 101396, 2021.
[5] F. Nikmah, E. A. Sukma, M. Hadi, and C. W. Hidayat, "Competitive advantage based on intangible resources of East Java SMEs," Formosa Journal of Multidisciplinary Research, vol. 5, no. 6, pp. 1637–1652, 2026.
[6] O. Salem and M. Kiss, "The impact of perceived service quality on customers' repurchase intention: Mediation effect of price perception," Innovative Marketing, vol. 18, no. 4, pp. 1–12, 2022.
[7] J. B. Barney, "Firm resources and sustained competitive advantage," Journal of Management, vol. 17, no. 1, pp. 99–120, 1991.
[8] A. G. Kebede, S. D. Terefe, and A. W. Ijigu, "Linking entrepreneurial leadership to quality performance of micro and small-scale enterprises in service sector: The mediating role of service innovation," Cogent Social Sciences, vol. 10, no. 1, Art. no. 2339526, 2024.
[9] D. H. Haneberg, "How combinations of network participation, firm age and firm size explain SMEs' responses to COVID-19," Small Enterprise Research, vol. 28, no. 3, pp. 229–246, 2021.
[10] A. Lazarte-Aguirre, "Entrepreneurial traits and sustainable entrepreneurial orientation in Peru: A PLS-SEM analysis of micro and small-sized enterprises," Sustainable Futures, vol. 10, Art. no. 101101, 2025.
[11] J. J. Cronin, Jr. and S. A. Taylor, "Measuring service quality: A reexamination and extension," Journal of Marketing, vol. 56, no. 3, pp. 55–68, 1992.
[12] S. B. Gamboa Valverde and W. E. Romero Black, "Calidad percibida del servicio y satisfacción del cliente: un análisis estructural en pequeñas y medianas empresas de servicios en Machala, Ecuador," Revista Veritas de Difusão Científica, vol. 7, no. 1, pp. 5156–5174, 2026.
[13] R. N. Rosyidiana and I. M. Narsa, "Micro, small, and medium-sized enterprises (MSMEs) during the post-pandemic economic recovery period: Digitalization, literation, innovation, and its impact on financial performance," Cogent Business & Management, vol. 11, no. 1, Art. no. 2342488, 2024.
[14] G. Kiwara, "Impact of COVID-19 pandemic on performance of micro, small and medium enterprises in the service sector in Nairobi County," The Strategic Journal of Business & Change Management, vol. 8, no. 1, pp. 826–834, 2021.
[15] N. Kock and P. Hadaya, "Minimum sample size estimation in PLS-SEM: The inverse square root and gamma-exponential methods," Information Systems Journal, vol. 28, no. 1, pp. 227–261, 2018.
[16] J. Henseler, C. M. Ringle, and M. Sarstedt, "A new criterion for assessing discriminant validity in variance-based structural equation modeling," Journal of the Academy of Marketing Science, vol. 43, pp. 115–135, 2015.
[17] C. Fornell and D. F. Larcker, "Evaluating structural equation models with unobservable variables and measurement error," Journal of Marketing Research, vol. 18, no. 1, pp. 39–50, 1981.
[18] G. Shmueli, M. Sarstedt, J. F. Hair, J.-H. Cheah, H. Ting, S. Vaithilingam, and C. M. Ringle, "Predictive model assessment in PLS-SEM: Guidelines for using PLSpredict," European Journal of Marketing, vol. 53, no. 11, pp. 2322–2347, 2019.
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