Linking Frontline Employee Self-Efficacy to Customers Service Performance in Healthcare Industry: A Dynamic Capability Perspective
Rong Li,
Jing Liu,
Weidong Xia
et al.
Abstract:Purpose
In the complex and rapidly changing healthcare environment, the dynamic capabilities of frontline employees (FLEs) to integrate resources and adapt to environmental changes are crucial. This study aims to investigate the relationship between FLEs’ self-efficacy, dynamic capabilities (including sensing capability and reconfiguring capability), and their impact on service performance.
Methods
Data were collected from a matched sample of 123 doctors and 762 corresp… Show more
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