Identification and Designing a Clustering the Service Capabilities in Iran's Small Enterprises (SEs) Using Soft Operation Research Approach: Explaining the MICMAC

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. Based on a comprehensive resource-based view, through an extensive study of the research background, 28 criteria were extracted from the literature to identify and determine the capabilities that have the greatest impact on the competitive advantage of Iran's small enterprises. Then, using fuzzy Delphi method, questionnaires of 13 selected indicators, based on interpretive structural modeling and importance-performance analysis methods were prepared and completed in the panel of small enterprises experts and analyzed after obtaining expert opinions and aggregating opinions. The results showed that the criteria of "market orientation", "differentiation of activities and level of centralization", "planning, control and integration of activities", “interactive quality "and" Corporate quality "are the basic criteria, as well as "Leadership", "Operational Marketing" and "Market Orientation" can keep small enterprises in a competitive market and create a competitive advantage.