Spilling the social capital beans: a comparative case study of coffee service enterprises within Asia-Pacific

Abstract

Despite the importance of social capital to organizational performance, there is scant insight within service contexts. Accordingly, this research explores social capital in two Asia-Pacific service enterprise cases – a Thai coffee franchise and a Coffee Roasters Guild in Australia. In the Thai case, social capital in the service experience emerged from norms common in Thai society and manifested via social enterprise initiatives. Findings from Australia indicate social capital helps form a strong organizational identity leading to better economic and social outcomes and an enhanced service experience, benefiting numerous stakeholders. The study demonstrates varying patterns of social capital in Asia-Pacific service enterprises, contributing to theory and practice.

Keywords:

• Social capital
• service economy
• coffee experience
• networks
• trust
• Australia
• Thailand