Service innovation capabilities towards business performances in the hotel sector of Zimbabwe

The relationship between service innovation and business performance in the hotel sector in Zimbabwe has become one of the most important aspects in Service Industry. The dearth of knowledge in service innovation has led to the current study. The study explored service innovation capabilities towards financial performance, customer retention and reputation of hotels. Three hypotheses are posited and in order to empirically test them, a sample data set of 150 was collected from the African Sun Hotel group (ASHG) and Rainbow Tourism group (RTG) of hotels in Zimbabwe. The findings indicated that service innovation positively influences business performances in hotels. The study contributes to practice by helping hotel managers to devise appropriate service innovation strategies and make informed decisions and it gives fresh contemporary evidence supported by reliable information that contributes to the body of knowledge and gives a leeway into further research.