Identification the Service Capabilities Criteria in Iran's Small Enterprises Using Fuzzy Delphi method: Mapping and analysis of Criteria Using Fuzzy MICMAC and Fuzzy DEMATEL

Small enterprises play a significant role in business development and improving the economic situation. However, studies show that these criteria do not have enough competitiveness and the increasing complexity of the competitive environment has created major challenges for these industries. Identifying a competitive position depends on identifying the sources of competitiveness. From a resource-based view, service delivery depends largely on the organization's resources and capabilities to create a sustainable competitive advantage in the long run. The purpose of this study is to identify and determine the capabilities that have the greatest impact on the competitive advantage of small enterprises in Iran. Based on the resource-based view, service dimensions and capabilities, including managerial, organizational, marketing and service quality capabilities were comprehensively identified through documentary study and with the help of Fuzzy Delphi method and the opinion of 10 experts. In order to structure the relationships between service capability criteria and evaluate their penetration power and dependence on Fuzzy MICMAC and to identify the capabilities that bring the most competitive advantage to small industries by providing a new approach to calculating the weights of criteria by the method Fuzzy DEMATEL was used. The results showed that the criteria of "Corporate Quality", "Analysis and formulation of the strategy" and "Leadership" can maintain the position of small industries in the competitive market and create a competitive advantage.