Aplicação do método analytic hierarchy process (ahp) na priorização das ações de inovações em serviços em um estudo de multicaso

In order to achieve greater performance in the service sector or in any organizational aspect, it is important that there be constant changes in the search for improvements, and this is where innovation is inserted. Innovation comes to contribute to the performance of organizations. Thus, the present research had as objective to use the AHP method to better understand the actions of innovation in a multi-case study. The research was carried out in the northern region of Rio Grande do Sul with three small services companies (a fitness gym, a nightclub and an internet provider), applying the AHP method to prioritize the decision-making of the companies investigated. As result company "A" prioritized leadership and culture (25.96%), company "B" highlighted leadership, organizational learning and marketing (19.43%) and company "C" prioritized leadership and organizational learning (29.07%). Given these results, companies can check which criteria are being highlighted, but also which ones are not being given due importance. Thus, it is possible to create strategies to improve the weak points of the business, generating better results.