Investigation of Service Innovation and Competitive Advantage in Hotels in Enugu State, South East Nigeria

This study investigates the relationship between service innovation and competitive advantage in hotels in Enugu State, South East Nigeria. As competition in the Nigerian hotel market intensifies, the ability to introduce novel service concepts that differentiate the guest experience has become a key determinant of market positioning and long-term sustainability. A mixed-method research design is employed with questionnaires administered to 30 hotel managers and semi-structured interviews conducted with general managers of 12 hotels across different categories in Enugu metropolis. Service innovation dimensions assessed include new service concept introduction, process innovation in operations, customer-facing technology integration, and staff empowerment to deliver innovative service experiences. Findings reveal that service innovation activity in Enugu hotels is largely incremental and operationally focused, with limited investment in radical or customer-experience-centred innovations. Hotels that have introduced innovative amenities such as smart room controls, curated local dining experiences, and personalised check-in protocols report higher guest satisfaction scores and repeat visit rates. Budget constraints, risk aversion among management, and limited access to innovation-focused training are identified as primary barriers. The study recommends that hotels in Enugu establish dedicated innovation review cycles, engage front-line staff in service improvement ideation, and benchmark against best-practice regional competitors in West Africa. Keywords: service innovation, competitive advantage, hotel management, Enugu State, hospitality differentiation