Abstract
Knowledge has been frequently substantiated as a determinant of employees’ ability to innovate. Yet, the review of literature reveals that the role of knowledge and its influence on employees has been less researched and understood from a service innovation perspective. This study aimed to explore the nature and role of knowledge relevant to service employees’ individual innovative behaviour and leading to initiating innovation within the sub-sector of personal-interactive services. A case study research method was applied to achieve the research objectives that examined and compared two personal-interactive service environments of two hotel properties. The study outcome contributes to service innovation research by identifying the nature and ancillary role of knowledge and also by unravelling four patterns of employees’ individual innovative behaviour.