Using qualitative research to establish SME support needs

SMEs are both users of marketing research and subjects of market research. There is clear evidence that the decision processes in such firms often render the products/services designed for medium and large firms inappropriate. One of the major suppliers of services to the small firms sector is the business support infrastructure. This includes agencies associated with business start‐up/expansion and their management consultancy services concerning marketing, finance, insurance and risk management etc. This paper considers the value of using in‐depth qualitative research to establish the unique features of business support required by small firms. In addition to a review of recent studies that have adopted ethnographic, repertory grid and cognitive mapping qualitative approaches in this context, the paper presents the results from a specific study where the repertory grid procedure was used to establish the risk management practices of high technology small firms. Conclusions are drawn concerning the strengths and limitations of qualitative market research in designing SME training/development support.