Assessment of Service Delivery in Business Incubators: Perspectives from Incubator Tenants
Past studies on the quality of service delivery by business incubator managers has been too broad, by failing to identify specific incubator types, or too narrow, by identifying only one or two types. Four hundred and seventy-eight business incubator clients, representing five different incubator types, completed a survey measuring their perceptions of quality of service delivery for organizational, networking, financial, and technological services. The results show that for-profit seed capital incubators are the most successful in delivering services in all four categories. Further, academic incubators are the least successful in delivering organizational and financial services, and private non-profit incubators are the least successful in delivering networking and technology services. These results are cross-tabulated based on industry types, and implications of the results for business incubator managers and tenants are presented.