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Research Article: Linking Frontline Employee Self-Efficacy to Customers Service Performance in Healthcare Industry: A Dynamic Capability Perspective

Date Published: 2023-12-13

Introduction:
Medical services, as personalized professional offerings, play a crucial role for frontline employees (FLEs) in delivering high-quality service, meeting customer demands, , and shaping customer experiences. In the increasingly competitive healthcare market environment, management recognizes that investing in the knowledge, skills, and capabilities of FLEs through effective human resource practices is one of the key factors for organizational success and survival. It has been reported that organizations have spent…

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