Abstract
Organizations are continuously facing the challenge in managing employees not just the technology. This challenge is absolutely unavoidable because there is an implication towards the growth and profitability of an organization. One industry face the dual dynamic technology and people challenge is the hospital management. The purpose of this review is to make a look back on the importance of innovation in the hospital management setting. The end outcome of service quality is argued that innovativeness can lead to service productivity of employee especially in hospital setting. The concept of innovativeness emerges from innovation among employees behaviour in the organizational setting. This paper recommend the need of future study in understanding service quality through innovative behaviour. However, innovative behaviour can only be achieved with the existence of innovative management practices.
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