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 corresponding consumers from two medical aesthetic
hospitals in
China. SPSS and SmartPLS are used to test the proposed model.
Results:
The findings indicate that FLEs'
self-
efficacy positively influences their service performance through the
mediation of dynamic capabilities. Moreover, while the direct impact of FLEs' sensing capabilities on service performance was found to be insignificant, it was observed that these capabilities indirectly
affect service performance through reconfiguring capabilities.
Conclusion:
This study presents theories and arguments on the
role of
self-
efficacy and dynamic capabilities in improving service performance. These findings contribute to a deeper
understanding of how FLEs cultivate the dynamic capability of
resource integration, offering valuable insights for the attainment of sustainable competitive advantages.
