Intellectual Capital, Service Innovation, and Generation Z Performance: A systematic review

This systematic literature review investigates how intellectual capital enhances Generation Z employee performance through service innovation in the banking sector. Following the PRISMA 2020 guidelines, this study comprehensively identified and synthesized 36 empirical Scopus-indexed studies (2010-2026). Findings show that human, structural, and relational capital drive service innovation, which enhances Generation Z outcomes across productivity, service quality, innovative behavior, and knowledge utilization. However, technostress requires supportive digital leadership and moral governance as contextual moderators. This paper proposes an integrated conceptual framework that offers conceptual insights and practical recommendations for Southeast Asian banks.