Dagnu Haile Tessema

Purpose: This empirical study aims to investigate the impact of work–life balance, leadership support and development opportunities on employee well-being in public hospitals utilizing theory of organizational justice in Kinshasa, Democratic Republic of Congo (DRC). Design/methodology/approach: The research employs a quantitative and cross-sectional approach utilizing structured questionnaires conducted among employees in public hospitals in Kinshasa (n = 346). The collected data were analyzed using SPSS version 26 statistical software. Findings: The findings indicate a significant and positive impact of work–life balance and development opportunities on employee well-being. However, it is found that leadership support has an insignificant impact on employee well-being. These findings provide actionable insights for public hospital managers or supervisors in Kinshasa seeking to optimize employee well-being. Originality/value: This research extends existing literature by providing evidence from public hospitals in institutionally fragile Sub-Saharan African contexts, where empirical research remains scarce.

Purpose: This study examines the association of interactional justice with two-dimensional trust and patient satisfaction within public hospitals in Gombe State, Nigeria. Design/methodology/approach: Data were collected from 428 patients who accessed public healthcare services using convenience sampling and analysed with SmartPLS. A questionnaire was used to gather the data. The research employed a cross-sectional design to achieve its objective. Findings: The findings indicate that interpersonal justice significantly enhances patient satisfaction, whereas informational justice influences satisfaction indirectly through cognitive trust. Emotional trust mediates the relationship between interpersonal justice and satisfaction. Practical implications: These findings offer practical recommendations for healthcare practitioners, policymakers, and hospital administrators to improve patient-provider relationships, enhance healthcare justice, and promote better health outcomes. Originality/value: The originality of this research lies in its focus on examining the influence of interactional justice on patient satisfaction with trust as a multidimensional construct mediating this relationship within Nigeria's underexplored public healthcare context.

Purpose: The purpose of this research is to investigate the indirect effect of innovative culture (INVC) on the association between total quality management (TQM) and corporate sustainability (CS) in public hospitals in eastern Ethiopia. Design/methodology/approach: The study is cross-sectional, and data were collected from 252 doctors and nurses of selected public hospitals in eastern Ethiopia using convenience sampling. The data was analyzed using Smart-PLS 4. Findings: The findings indicate that innovative culture partially mediates the relationship between TQM and CS. Furthermore, TQM has a positive and significant influence on CS and INVC. The findings offer practical recommendations for implementing TQM principles in healthcare systems within emerging economies. Practical implications: This study has substantial managerial implications for hospital administrators who may desire to evaluate and use the findings described in this paper when establishing strategic goals, policies and decision-making. Furthermore, the findings of this research add knowledge to the body of literature regarding the mediating role of INVC in the relationship between TQM and CS. Originality/value: The novelty of the study lies in examining the impact of innovative culture as a mediator in the association between TQM and CS in public hospitals.

This study, drawing on a resource—based view and information processing theory as a foundation, aims to examine the influence of total quality management on corporate sustainability directly and through the mediating role of business process integration, knowledge sharing, and the moderating role of innovative culture. Data was collected from 286 managers and supervisors of selected private hospitals in Ethiopia using a structured questionnaire and convenience sampling. Data analysis is conducted using SmartPLS4. The result of this study demonstrate that total quality management significantly influences corporate sustainability, both directly and through the mediating role of knowledge sharing and business process integration. Moreover, this study found that innovative culture has a moderating role in the relationship between total quality management and corporate sustainability. However, innovative culture is not moderating the relationship between knowledge sharing and corporate sustainability. This study focuses only on private hospitals in Ethiopia and data is collected from managers and supervisors using convenience sampling technique. Therefore, the findings cannot be generalized and may not be extended to public hospitals. Further research should test the model in different socio-economic and cultural settings, as well as in public hospitals. The findings of this research have practical implications for managers and policymakers in the private healthcare sector during decision-making and strategic planning.

The main purpose of this study is to investigate the impact of green human resource management practices (GHRMP) on employees’ pro-environmental behavior (PEB) by utilizing social exchange and attitude theory. It will also examine the mediating role of green commitment (GCM), the moderating role of sustainable leadership (SL) and employees’ experience as a control variable. Convenience sampling was utilized for data collection (N = 347) of employees of private hospitals in Addis Ababa, Ethiopia, using structured questionnaires. The collected data is analyzed using Smart-PLS 4. The findings indicate that GHRMPs have a significant influence on PEB; moreover, GHRMP significantly influences GCM. The mediating variable, GCM, has a significant influence on PEB and partially mediates the association between GHRMPs and PEB. Likewise, SL moderates the relationship between GHRMP and PEB. However, SL failed to moderate the relationship between GCM and PEB. This research establishes a theoretical foundation for the private healthcare industry, highlighting the significance of GHRMPs on employees’ PEB. Also, the mediating role of GCM and the moderating role of SL make valuable contributions to the healthcare literature and Sustainable Development Goal (SDG 3).

The presence of organisational stress in public hospitals in Ghana significantly affects both the standard of patient care and the overall efficiency of the healthcare delivery system. This level of stress results in burnout, diminished job satisfaction, and more errors. The study leverages social categorisation and identification theory to investigate the mediation role of organisational stress in the relationship between gender diversity and employee performance. The Cochran formula was used to determine the sample size, arriving at a sample size of 384. The Multistage sampling technique used Inclusion and exclusion criteria to collect data from 384 health professionals working in 40 public hospitals in southern Ghana. The collected data were analysed using partial least squares structural equation modelling (PLS-SEM), emphasising path analysis, confirmatory factor analysis, and bootstrapping methods. The study discovered that gender diversity had a positive and significant impact on employee performance and organisational stress. The findings revealed that organisational stress had a positive and significant influence on employee performance. The results of the bootstrapping analysis revealed that organisational stress partially mediates the relationship between gender diversity and employee performance. Impaired employee performance might result from organisational stress in the context of gender diversity. To tackle this issue, managers should encourage a work atmosphere that promotes, supports, recognises and reduces sources of stress and implements specific measures that optimise the advantages of diversity while minimising the risks linked to stress.

In a dynamic and uncertain environment, the banking sector must adapt to maintain a sustained competitive advantage. In emerging economies such as Ethiopia, there is a notable gap in empirical research on the implementation of customer orientation (CO), service quality (SQ), customer satisfaction (SAT), and customer retention (RET), particularly within the private banking sector. The impact of CO on SQ in achieving higher SAT in the banking business, particularly in emerging countries, has not been adequately addressed in the marketing literature. Thus, the main goal of this study is to investigate the influence of CO on RET directly and through the mediating role of SAT and SQ in Ethiopia’s private banking sector.Data were collected through a structured survey of 350 customers from selected private banks in Addis Ababa, Ethiopia, using convenience sampling. A quantitative research design was employed, and the data were analyzed using SPSS and AMOS 26.The findings reveal that CO significantly and positively influences RET both directly and indirectly through the mediation role of SAT and SQ in the selected private bank context in Addis Ababa, Ethiopia. The study reveals enhanced service quality and customer satisfaction as critical drivers of customer retention. Furthermore, SAT and SQ significantly mediate the relationship between CO and RET. The study recommends broader future research encompassing more private banks in Ethiopia and other developing economies. In addition, future studies could include a moderator to assess the impact of factors such as the bank’s age and word-of-mouth.From a management perspective, the findings suggest that the management should use innovative approaches to improve CO, such as establishing user-friendly channels for addressing complaints. The study highlights the need to understand customers’ requirements of private banks in Ethiopia in order to identify specific market segments and provide excellent service. The study suggests that the management of private banks should allocate resources to improve service quality by promoting customer satisfaction.

Purpose: The primary purpose of this research is to examine the influence of perceived service quality (PSQ) on word-of-mouth (WOM) directly and through the mediating role of brand trust (BTR) and student satisfaction (SAT) at private universities located in the Turkish Republic of Northern Cyprus (TRNC). Design/methodology/approach: A structured questionnaire and convenience sampling were utilized to collect data from 350 students enrolled in selected private universities in the TRNC. Data analysis was conducted using SmartPLS 4. Findings: This study found that PSQ has a significant influence on WOM. BTR and SAT have a direct and significant effect on WOM. We also found that BTR and SAT mediate the link between PSQ and WOM. Practical implications: These findings can serve as a guide for university administration to enhance the quality of services offered to students, as well as to enhance existing policies and procedures. Originality/value: This paper’s originality lies in the use of cognitive-affective behavioural (CAB) to support the relationship between student perceptions of service quality, brand trust, student satisfaction and WOM.

The current phase of globalization brings significant challenges to both private and public sectors globally, driven by rapid technological advancements and intense competition. In this context, the effectiveness of organizations depends crucially on the quality of their workforce and workplace practices. However, existing studies on job performance often overlook the pivotal roles of employee loyalty and training programs in fostering quality human resources. This study addresses this gap by examining how quality human resources practices influence job performance, with a focus on the mediating role of employee loyalty and the contribution of training and development programs. Using Partial Least Squares Structural Equation Modeling (PLS-SEM) and survey data from 175 individuals in Ghanaian public hospitals, our findings underscore the significant positive impact of both employee loyalty and training and development opportunities on job performance. Moreover, we reveal that employee loyalty fully mediates the relationship between quality human resources and job performance. Furthermore, our results indicate that the association between employee loyalty and job performance is moderated by the availability of training and development opportunities. These findings emphasize the importance of prioritizing training and development programs to enhance employee loyalty, thereby improving job performance.

The aim of this research is to investigate the direct effects of total quality management (TQM) on perceived service quality (SQ) and patient satisfaction (PSAT), the impact of SQ on PSAT and patient trust (TR), and the influence of PSAT on TR among in-patients in selected Public Hospitals in Northern Ethiopia. Employing a quantitative approach, a questionnaire was administered via convenience sampling. The study included a sample of 293 in-patients receiving treatment in selected public hospitals in Ethiopia, with data analysis conducted using Amoss26 and SPSS26. The findings revealed that total quality management positively influenced patient satisfaction and perceived service quality, while SQ also had a positive effect on PSAT and TR. Moreover, PSAT exhibited a positive impact on TR among in-patients in selected public hospitals in Northern Ethiopia. This research significantly contributes to the existing literature and warrants further investigation, as there is a dearth of studies on total quality management in the healthcare sector compared to manufacturing industries. Additionally, this study provides valuable insights for healthcare sector managers in strategic planning and decision- making processes.