Integrating Fuzzy Analytic Hierarchy Process and Fuzzy DEMATEL to Investigate Service Capabilities in Iranian Small Enterprises: A Resource-Based Perspective

Based on a resource-based perspective, the service capabilities comprisemanagerial, organizational, marketing, and service quality components that can enhance the competitive position. Owing to the key roles these capabilities may play in isolation and independent of the performance, the current study aimed to investigate the dimensions and criteria of service capabilities in Iranian Small Enterprises (ESs) employing a combination of fuzzy AHP and fuzzy DEMATELand to analyze and delineate the intensity of relationships among them.Alarge gap in existing research on fuzzy DEMATEL weights concerns determination of weights. Hence, the present five-phase study set out to bridge this gap by proposing an innovative approach to determine weights. The research data were collected through a questionnaire and a survey of the views of 10 experts in the field and the analyses of the data underscored the paramount importance of the managerial and organizational capabilities. In addition, the "analysis and formulation of the strategy" criterion was found to be more important than the others. Overall, the criterion of "Corporate Quality" can be considered as the most important criterion in Iranian ESs which should be prioritized.