摘要：This research focus on innovation, quality service and entrepreneurship. The goal was to identify, evaluate and compare the perceptions of an entrepreneur and his employees in a franchised of Belo Horizonte. The main results related to innovation, demonstrating that innovation in products / services and organizational innovation were evaluated by officials and entrepreneurs alike, and as marketing innovations and processes the entrepreneur valued the company below the vision perceived by employees. Regarding the quality of services only in dimensions tangiabilidade and responsiveness accused biggest difference in perceptions that can demonstrate a gap between strategy and execution of the entrepreneur by their employees (Parasuraman; Zeithaml & Berry, 1985). About profile entrepreneur, the survey indicated an average value of employees' perception of 18.03, close to the self-assessment of the entrepreneur, 18.45, indicating similarity in view of both. With these results, it is evident that the assessed has entrepreneurial, because it reached its minimum value proposed by the model. These results suggest that the use of innovation, quality, service and entrepreneurship can help with a company´s diagnose in search of competitiveness and business performance.
关键词：Innovation;Servqual;Entrepreneurship;Competitiveness and Performance business;Innovación;Calidad de Servicio;El espíritu empresarial;La competitividad y el rendimiento empresarial;Inovação;Qualidade em serviço;Empreendedorismo;Competitividade e Desempenho empresarial
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