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September 10, 2025

Service Innovation and Its Impact on Customer Satisfaction and Business Performance in the Hospitality Industry: A Systematic Literature Review

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Authors

FMFadhlina MahatHospital Pulau PinangJSJoesri Mohamad SaberHospital Pulau PinangNSNonny Aji SunaryoState University of Malang

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Implication

Systematic literature review reveals service innovation enhances customer satisfaction and business performance.

Key Points

  • Service innovation significantly improves operational efficiency and customer engagement in hospitality.
  • Technological advancements like artificial intelligence and digital marketing enhance service accessibility and personalization.
  • Sustainability-driven initiatives strengthen brand reputation and foster customer loyalty.
  • The study identifies trends and opportunities, highlighting the integration of various innovation dimensions for long-term success.

Cite This Study

Mahat et al. (2025) studied this question.

synapsesocial.com/papers/68c1c22d54b1d3bfb60ef8abhttps://doi.org/10.37934/sijfthm.2.1.3649
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Also Consider

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  1. 1Navigating service innovation research (1998–2025): a bibliometric review and future research agenda2026
  2. 2INNOVATION RESEARCH IN THE HOTEL BUSINESS2024 · 6 citations
  3. 3Transforming tourism experiences: A literature mapping of Technology in Hospitality Industry2025
  4. 4Unlocking performance: how innovation and employee resilience shape competitive advantage in the hotel industry2025 · 5 citations
  5. 5Strategies and Barriers to Technological Innovation in the Hospitality Industry: A Qualitative Exploration2024 · 2 citations