Assessing SME Service Innovation Capability Using a Maturity Matrix

The uncertain and challenging future facing Irish small and medium sized enterprises (SMEs) necessitates their ability to consistently and continuously adapt their services. There is growing evidence that this is determined by their service innovation capability, which describes the capacity to repeatedly develop and improve services. However, with little research activity and an absence of practical measurement or management tools, it is unlikely that its benefits can be realised. In response, this poster conceptualises firm-level service innovation capability as a second order, multi-dimensional construct composed of four interdependent process areas and tracks their development using a staged maturity matrix.