Intellectual Capital, Service Innovation, and Generation Z Performance: A systematic review
Keywords:
Intellectual Capital, Service Innovation, Generation Z, PerformanceAbstract
This systematic literature review examines how intellectual capital enhances Generation Z employee performance through service innovation in the banking sector. Following the PRISMA 2020 guidelines, 36 peer-reviewed studies published between 2010 and 2026 were systematically identified and synthesized using thematic analysis. Four themes emerged: intellectual capital as a strategic resource, intellectual capital driving service innovation, service innovation improving employee performance, and research gaps relating to Generation Z. Based on these findings, an integrated conceptual framework is developed, positioning service innovation as the mediating mechanism linking intellectual capital to employee performance. The review offers theoretical insights and practical implications for banking institutions undergoing digital transformation.
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Copyright (c) 2026 Zuraidah Sipon, Atik Djajanti, Muhammad Majid, A. Dewantoro Marsono, Norshahniza Sahari
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
