Understanding and Measuring Innovation Capacity in Services

Abstract

The main objective of this qualitative research focused on the evaluation of the dimensions of scales for the proposition of an expanded scale of measurement for the Capacity for Innovation in Services (CIS), taking – as a starting point – two existing scales: Janssen et al. (2016) and Wang and Ahmed (2004). These scales were combined with qualitative research based on in-depth interviews with seven managers in service companies operating in Brazil. These interviews went through a process of content analysis. This process identified four Categories (Dimensions) related to CIS: Innovative Organization, Market Information, Culture for Innovation and Organizational Knowledge of Innovation. As a result, a proposition for an expanded scale of the CIS construct was reached, which can be used in future service studies. It is believed that this work opens the possibility of deepening future research on the topics analyzed and brings academic and professional contributions by proposing an expanded scale with dimensions for the measurement of CIS.