Knowledge exchange in SMEs service innovation with design thinking

Purpose This study, adopting a knowledge perspective, aims to explore how small- and medium-sized enterprises (SMEs) engage in service innovation by implementing design thinking. Design/methodology/approach A qualitative research methodology multiple case study strategy were adopted on account of the exploratory nature this study. Three cases based Scotland have been selected. Data collected from staff, managers researchers who participated Create Cultures Innovation (CCoI), project sponsored Scottish government. Findings The shows that SMEs can be enabled, through design-led interventions, think collaboratively leverage achieve innovation. Research limitations/implications contributes literature theorising an integrated framework “Knowledge exchange with thinking”. Further, enriches extant understanding traditional sector (manufacturing hospitality) redefines roles relations dimensions Practical implications addresses call tools methods for servitisation, suggesting changing culture mindsets both top management staff are critical success servitisation implementation In addition, suggests need embed thinking within leadership prior rolling it out wider public. Support should focus engagement vision product service-focused. Originality/value paper gets together innovation, context manufacturing offering novel insights into succeed