The mediating role of employees engagement in the relationship between adaptive leadership and service quality in the health sector.

Abstract

Purpose: This study aims to examine the mediating role of employee engagement in the relationship between adaptive leadership and service quality within the health-care sector in Ethiopia.

Design/methodology/approach: A quantitative research design was adopted, using a cross-sectional survey method. Data was collected from health-care professionals through structured questionnaires. Partial least squares structural equation modeling was used to analyze the hypothesized relationships.

Findings: This study found that adaptive leadership (ADL) indirectly enhances service quality (SVQ) through employee engagement (EME). While ADL had no direct effect on SVQ, it positively influenced EME, which, in turn, significantly improved SVQ. These findings emphasize the critical role of employee engagement in translating leadership into better service outcomes in health-care setting.

Practical implications: The findings offer valuable insights for health-care managers and policymakers, emphasizing the need for ADL strategies that foster employee engagement to improve SVQ.

Originality/value: This study uniquely examines how ADL translates into improved health-care SVQ through the engagement of frontline staff in a dynamic and resource-constrained environment.