Small Business Client Satisfaction with Outside Assistance

Abstract

Outside consultants can improve the standing of small businesses but there are some problems associated with their use. Small business owners may perceive consultants as difficult to find and use, ineffective, or unsatisfactory. The present research is an effort to gain greater insight into the reasons for these beliefs by asking about owners’ experiences with consultants. A survey was mailed to a random selection of 3,000 small businesses in rural Illinois during the summer, 1991. Results suggest that the most effective and satisfying consulting services are those that guide owners to better analyze and problem solve. A theory is identified that accounts for the results and a number of practical insights are provided.

Citation

Calvin Fields, W. (1993), "Small Business Client Satisfaction with Outside Assistance", American Journal of Business, Vol. 8 No. 2, pp. 45-52. https://doi.org/10.1108/19355181199300016