Abstract: Change in business environments due to globalization, varying consumer preferences and technological advancements have immensely pressured commercial bank workers to develop new ways to interact and serve their customers in order to remain competitive. Service innovation has become crucial for bank’s survival and development. This study examined the influence of service innovation on mental competitiveness of Commercial Bank workers in Kenya. The study was guided by the Creative Destruction theory. Descriptive and correlational research designs.....
Keywords: Commercial Banks, Competitiveness, Service Innovation
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