Journal of Health Organization and Management最新文献

{"title":"Examining the impact of artificial intelligence on physicians' performance: mediating effects of innovative work behavior and skills enhancement.","authors":"Davood Ghorbanzadeh, S Praveen Kumar, Aseel Hadi Mahmood, K D V Prasad, Ahmad Alkhayyat, Atena Rahehagh","doi":"10.1108/JHOM-03-2025-0150","DOIUrl":"https://doi.org/10.1108/JHOM-03-2025-0150","url":null,"abstract":"<p><strong>Purpose: </strong>While prior studies have explored artificial intelligence (AI) adoption in various sectors, the specific impact on employee performance in healthcare organizations remains underexamined, particularly regarding the mediating roles of innovative work behavior and skills enhancement. This study critically investigates whether AI adoption genuinely enhances employee performance or if its effects are overstated, scrutinizing the extent to which innovative work behavior and skills development mediate this relationship in a developing context fraught with technological and resource constraints.</p><p><strong>Design/methodology/approach: </strong>A quantitative approach was employed, using a structured questionnaire to collect data from 240 healthcare professionals across healthcare organizations. Stratified random sampling was used to ensure equitable representation across medical directors, heads of departments, attending physicians and fellows. The study utilized SmartPLS for structural equation modeling (SEM) to test the mediation model, analyzing the relationships between AI adoption, innovative work behavior, skills enhancement and employee performance.</p><p><strong>Findings: </strong>The results reveal a significant positive relationship between AI adoption and employee performance, with innovative work behavior and skills enhancement acting as mediators. Specifically, AI adoption enhances innovative work behavior and skills development, which in turn positively influence employee performance.</p><p><strong>Originality/value: </strong>This study integrates socio-technical systems theory and resource-based view theory to examine the mediating effects of innovative work behavior and skills enhancement in the context of AI adoption in healthcare. By providing empirical evidence from a developing context with specific challenges, the research enriches understanding of how AI adoption impacts employee performance in diverse healthcare settings. The findings highlight the critical role of user perceptions and skill development in the successful implementation of AI technologies.</p>","PeriodicalId":47447,"journal":{"name":"Journal of Health Organization and Management","volume":" ","pages":"1-26"},"PeriodicalIF":2.2,"publicationDate":"2026-05-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148044287","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Dynamic capabilities, organizational resilience and ESG performance in healthcare.","authors":"Sandeep Mishra, Ashu Sharma, Amita Shivhare, Manjari Srivastava","doi":"10.1108/JHOM-01-2026-0032","DOIUrl":"https://doi.org/10.1108/JHOM-01-2026-0032","url":null,"abstract":"<p><strong>Purpose: </strong>This study aims to examine the antecedents and consequences of organizational resilience in healthcare organizations. Drawing on dynamic capabilities theory (DCT), the study investigates how sensing, seizing and reconfiguring capabilities influence organizational resilience, operationalized through adaptability and agility and how these resilience dimensions contribute to environmental, social and governance (ESG) performance in healthcare organizations.</p><p><strong>Design/methodology/approach: </strong>A cross-sectional quantitative research design was employed using survey data collected from 558 healthcare professionals working in primary, secondary and tertiary healthcare organizations in India. Confirmatory factor analysis (CFA) was conducted to assess the reliability and validity of the measurement model, followed by structural equation modeling (SEM) to test the hypothesized relationships and the moderating role of digital transformation.</p><p><strong>Findings: </strong>The findings demonstrate that sensing, seizing and reconfiguring capabilities positively influence both adaptability and agility. The results further show that adaptability and agility significantly enhance ESG performance across ESG dimensions. In addition, digital transformation strengthens the relationship between reconfiguring capability and organizational agility. The study confirms that organizational resilience functions as a capability-based process that supports sustainable performance outcomes in healthcare organizations.</p><p><strong>Originality/value: </strong>This study contributes to the organizational resilience literature by empirically validating resilience as a capability-based process within healthcare organizations. It extends existing research by linking organizational resilience with ESG performance and by examining the moderating role of digital transformation in strengthening resilience capabilities. The study also advances the application of DCT in healthcare by providing a theoretically grounded framework for understanding how healthcare organizations build resilience under conditions of uncertainty and disruption.</p>","PeriodicalId":47447,"journal":{"name":"Journal of Health Organization and Management","volume":" ","pages":"1-24"},"PeriodicalIF":2.2,"publicationDate":"2026-05-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"147989513","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Exploring the mediating role of environmental culture in linking green compliance and risk management performance in healthcare institutions.","authors":"Rand Al-Dmour, Hani Al-Dmour, Ahmed Al-Dmour, Yazeed Al-Dmour","doi":"10.1108/JHOM-06-2025-0355","DOIUrl":"https://doi.org/10.1108/JHOM-06-2025-0355","url":null,"abstract":"<p><strong>Purpose: </strong>The purpose of this paper is to examine the impact of green compliance (GC) on risk management performance (RMP) within the healthcare sector in Jordan, a developing country. Additionally, the mediating role of organizational environmental culture (OEC) in the relationship between GC and RMP is examined.</p><p><strong>Design/methodology/approach: </strong>A quantitative, cross-sectional research design was employed. Data were collected from 387 valid responses obtained from healthcare professionals across 121 hospitals in Jordan. Drawing on the resource-based view (RBV) and Institutional Theory, the proposed model was tested using partial least squares structural equation modeling (PLS-SEM).</p><p><strong>Findings: </strong>The results indicate that GC has a positive and significant effect on both OEC and RMP. In addition, OEC significantly mediates the relationship between GC and RMP, confirming both direct and indirect pathways. The findings suggest that compliance practices alone are insufficient unless supported by a strong organizational culture that enables their effective implementation.</p><p><strong>Originality/value: </strong>This study contributes to the literature in three key ways. First, it conceptualizes Organizational Environmental Culture as a mediating mechanism linking green compliance to risk management performance. Second, it integrates institutional theory and the resource-based view to explain how external pressures and internal capabilities jointly influence sustainability outcomes. Third, it provides empirical evidence from the healthcare sector in a developing country, extending environmental management research beyond traditional industrial contexts.</p>","PeriodicalId":47447,"journal":{"name":"Journal of Health Organization and Management","volume":" ","pages":"1-18"},"PeriodicalIF":2.2,"publicationDate":"2026-05-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"147976405","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Strategic knowledge mobilisation: digital platforms and intellectual capital in meso-level healthcare governance.","authors":"Caterina Cavicchi, Chiara Oppi, Emidia Vagnoni","doi":"10.1108/JHOM-10-2025-0724","DOIUrl":"https://doi.org/10.1108/JHOM-10-2025-0724","url":null,"abstract":"<p><strong>Purpose: </strong>This study investigates how digital technologies (DTs) enable knowledge management (KM) practices for meso-level decision-making in public healthcare systems. It examines how a regional disease registry contributes to the intellectual capital (IC) life cycle within a complex inter-organisational environment.</p><p><strong>Design/methodology/approach: </strong>A longitudinal qualitative case study methodology was employed, focusing on a regional antidotes reference centre in Northern Italy. Data were gathered across two waves of semi-structured interviews with healthcare professionals between 2020 and 2025.</p><p><strong>Findings: </strong>The analysis demonstrates that the registry functions as a meso-level coordination mechanism, converting clinical data into structural capital to expedite cross-organisational decision-making. During the COVID-19 pandemic, the registry bolstered relational capital through enhanced inter-institutional collaboration and resource optimisation. Furthermore, human capital was essential in mitigating emerging clinical threats, such as new psychoactive substances, by codifying tacit expertise into formal protocols. Conversely, organisational barriers and confidentiality restrictions impede optimal knowledge flows and IC evolution.</p><p><strong>Practical implications: </strong>Healthcare networks may enhance performance by implementing digital infrastructures that support the KM cycle while proactively addressing institutional barriers to knowledge utilisation.</p><p><strong>Originality/value: </strong>This study provides empirical evidence of how DTs operationalise KM to reinforce meso-level IC. It underscores the strategic importance of disease registries as digital catalysts for knowledge-based resilience in fragmented healthcare ecosystems.</p>","PeriodicalId":47447,"journal":{"name":"Journal of Health Organization and Management","volume":" ","pages":"1-17"},"PeriodicalIF":2.2,"publicationDate":"2026-05-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"147976441","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Managing performance in digital health: a study of knowledge integration and value creation.","authors":"Chien-Hung Chen, Chih-Yuan Wang, Zhao-Hong Cheng","doi":"10.1108/JHOM-10-2025-0642","DOIUrl":"https://doi.org/10.1108/JHOM-10-2025-0642","url":null,"abstract":"<p><strong>Purpose: </strong>This study investigates the divergent performance outcomes of two digital health business models in the clear aligner market. It contributes to the healthcare performance management literature by proposing the Business Model-Institutional Strategy (BM-IS) Fit framework, explaining how a firm's approach to knowledge integration and value creation determines its success.</p><p><strong>Design/methodology/approach: </strong>This study employs a qualitative-dominant mixed-methods approach. The core analysis is a longitudinal comparative case study (2014-2023) of SmileDirectClub (SDC) and Align Technology, supplemented by an exploratory consumer survey (N = 277) and illustrative professional interviews (N = 5).</p><p><strong>Findings: </strong>A firm's business model dictates its approach to knowledge integration. Align's platform model integrated professional knowledge, creating a cooperative strategy that built an \"institutional moat\" and generated ecosystem-wide value. In contrast, SDC's pipeline model disintegrated professional knowledge from the care process, creating a \"trust vacuum\" that destroyed value and led to performance failure, despite apparent cost advantages. Survey evidence from a naive market and professional interviews further show that models lacking direct clinical oversight face structural resistance and struggle to cross the legitimacy threshold in high-trust healthcare systems.</p><p><strong>Originality/value: </strong>The paper's primary contribution is the BM-IS Fit framework, which reconceptualizes business model fit as a challenge of knowledge integration across institutional boundaries. It offers the \"legitimacy threshold\" as a critical, non-financial performance metric for digital health. It also provides a new lens for managing digital health ventures by linking the removal of trusted intermediaries to value destruction and performance failure.</p>","PeriodicalId":47447,"journal":{"name":"Journal of Health Organization and Management","volume":" ","pages":"1-18"},"PeriodicalIF":2.2,"publicationDate":"2026-05-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"147964887","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Work engagement as a mediator between perceived organizational support and health science communication competency among medical staff: evidence from the JD-R model in tertiary public hospitals in China.","authors":"Renzhao Huang, Ruiyin Liang, Guanfen Guo, Wenru Tan, Xinying Zhuo, Leilei Zhan","doi":"10.1108/JHOM-01-2026-0058","DOIUrl":"https://doi.org/10.1108/JHOM-01-2026-0058","url":null,"abstract":"<p><strong>Purpose: </strong>In the ever-changing environment of health communication in digital technology, medical professionals have been identified as important information providers to the general public. In this respect, health science communication competency (HSCC) of medical professionals has been identified as an essential factor in health literacy. Perceived organizational support (POS) as a core job resource may be related to the development of HSCC among medical professionals through its effect on work engagement. Based on the Job Demands-Resources (JD-R) model, this study examines the mediating role of work engagement in the relationship between POS and HSCC among medical professionals, thereby clarifying how organizational resources may influence professional competence through motivational processes.</p><p><strong>Design/methodology/approach: </strong>Our study gathered data from 1,032 medical practitioners in four public tertiary hospitals in Dongguan, China. Through a cross-sectional study design and convenience sampling, the participants were required to fill out three different surveys, namely the Organizational Support for Science Communication Scale, the Utrecht Work Engagement Scale, and the HSCC Scale. Data were analyzed using Pearson correlation and structural equation modeling (SEM) via SPSS 29.0 and AMOS 29.0.</p><p><strong>Findings: </strong>From the study, it is evident that POS impacts work engagement in a positive manner among healthcare professionals. Work engagement is strongly and positively correlated with HSCC. The mediation study shows that work engagement partially mediates the relationship between POS and HSCC, where work engagement explains 26.86% of the total effect.</p><p><strong>Practical implications: </strong>These findings imply that strengthening organizational support structures in hospitals may have a positive effect on the work engagement of medical professionals and their HSCC. Therefore, hospital management should consider how to optimize organizational support strategies, health communication training programs, and resource availability to encourage medical professionals to participate in health communication activities. This may have a positive effect on health communication effectiveness and the quality of health services.</p><p><strong>Originality/value: </strong>By including HSCC as a capability-based professional outcome in the JD-R model, this study extends the applicability of the JD-R model to health communication in healthcare settings. The findings of this study provide empirical evidence that organizational resources and motivational processes jointly contribute to the development of professional communication competence in medical professionals.</p>","PeriodicalId":47447,"journal":{"name":"Journal of Health Organization and Management","volume":" ","pages":"1-17"},"PeriodicalIF":2.2,"publicationDate":"2026-05-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"147949687","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The moderating role of demographic variables on the relationships between job satisfaction, burnout, and turnover intention among nurses.","authors":"Refika Ülke Şi̇mdi̇, Özlem Gedi̇k, Derya Kara Si̇vuk","doi":"10.1108/JHOM-07-2025-0384","DOIUrl":"https://doi.org/10.1108/JHOM-07-2025-0384","url":null,"abstract":"&lt;p&gt;&lt;strong&gt;Purpose: &lt;/strong&gt;This study investigated the relationships among job satisfaction, emotional exhaustion, and turnover intention among nurses.&lt;/p&gt;&lt;p&gt;&lt;strong&gt;Design/methodology/approach: &lt;/strong&gt;The research was conducted with a sample of 356 nurses employed at a university hospital and examined the moderating roles of demographic variables, including age, marital status, experience at the hospital, and working time in the profession. The data collection tool was organized into two main sections. The first section focused on gathering socio-demographic information, including gender, age, marital status, experience at the hospital, and working time in the profession. The second section comprised validated scales used to measure the study variables. Data analysis was conducted using statistical software. Descriptive statistics were first employed to examine the demographic characteristics of the sample. To test the moderating effects of demographic variables on the relationship between emotional exhaustion and job satisfaction, the PROCESS Macro was utilized. For the moderation analysis, demographic variables such as age, marital status, hospital experience, and professional tenure were utilized. Other variables, including gender and educational status, were used solely for descriptive statistics.&lt;/p&gt;&lt;p&gt;&lt;strong&gt;Findings: &lt;/strong&gt;The findings indicated that experience at the hospital moderated the relationship between job satisfaction and turnover intention, while age, marital status, and working time in the profession moderated the relationship between emotional exhaustion and job satisfaction. Given the critical importance of sustainable human resources in the healthcare sector, these results offer valuable insights for healthcare administrators and policymakers aiming to enhance nurse retention and improve workforce stability.&lt;/p&gt;&lt;p&gt;&lt;strong&gt;Research limitations/implications: &lt;/strong&gt;Given the critical importance of sustainable human resources in the healthcare sector, these results offer valuable insights for healthcare administrators and policymakers aiming to enhance nurse retention and improve workforce stability. The fact that the study was conducted at a single center in Turkey constitutes a limitation.&lt;/p&gt;&lt;p&gt;&lt;strong&gt;Practical implications: &lt;/strong&gt;This study offers guidance for healthcare institutions aiming to improve nurse retention. Emotional exhaustion reduces job satisfaction and increases turnover intention, especially among early- and mid-career nurses. Hospitals can reduce turnover through burnout-prevention strategies such as supportive supervision, mentorship, flexible scheduling, and improved staffing and reward systems. The identification of key demographic moderators (e.g. age, experience, marital status) enables institutions to tailor interventions -  for example, career-development and coping-skills programs for younger nurses and work-family balance support for mid-career/married nurses.&lt;/p&gt;&lt;p&gt;&lt;strong&gt;Social im","PeriodicalId":47447,"journal":{"name":"Journal of Health Organization and Management","volume":" ","pages":"1-21"},"PeriodicalIF":2.2,"publicationDate":"2026-05-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"147943142","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Influence of Green Lean Six Sigma on healthcare performance: the role of service innovation, employee professional development, and dynamic environment.","authors":"Fahad Ullah Khan, Yang Wang, Lin Zhang, Arsalan Fayyaz, Sidra Ramzan","doi":"10.1108/JHOM-08-2025-0480","DOIUrl":"https://doi.org/10.1108/JHOM-08-2025-0480","url":null,"abstract":"<p><strong>Purpose: </strong>Across the globe, healthcare facilities are struggling to achieve sustainability and operational excellence. To attain this goal, the healthcare industry needs to integrate/adopt the concept of Green Lean Six Sigma (GLSS), which can serve as a key tool to enhance performance and deliver the desired outcomes. This paper provides insight into the potential effects of implementing GLSS on the overall performance of healthcare facilities (PoH) from a dynamic capabilities theory perspective.</p><p><strong>Design/methodology/approach: </strong>A quantitative research design has been adopted, with survey data being collected from healthcare professionals and administrators from different healthcare facilities. The hypothesised relationship was tested using PLS-SEM.</p><p><strong>Findings: </strong>The results show that GLSS has a substantial impact on PoH, with healthcare services innovation (HSI) and improvement in employee professional growth (EPD) as the leading mediators. Further, the study concludes that the dynamic environment (DE) has a positive moderating effect on the nomological relationships.</p><p><strong>Originality/value: </strong>These results add value by providing an understanding of how healthcare facilities may utilise GLSS-related practices to both improve PoH, introduce new services, and develop the workforce.</p>","PeriodicalId":47447,"journal":{"name":"Journal of Health Organization and Management","volume":" ","pages":"1-28"},"PeriodicalIF":2.2,"publicationDate":"2026-05-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"147876122","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Service quality, patient trust, and outpatient satisfaction under waiting pressure: an organizational perspective.","authors":"Gwo Yang Tsai","doi":"10.1108/JHOM-02-2026-0130","DOIUrl":"https://doi.org/10.1108/JHOM-02-2026-0130","url":null,"abstract":"<p><strong>Purpose: </strong>This study examines how outpatient service quality affects patient satisfaction through patient trust and whether perceived waiting pressure acts as a boundary condition shaping this relationship, from an organizational service delivery perspective.</p><p><strong>Design/methodology/approach: </strong>A cross-sectional survey of 345 adult outpatients in medical centers, regional hospitals, and clinics in Taiwan was conducted. Service quality was conceptualized as interaction, process, and environmental quality. Structural equation modeling and a first-stage moderated mediation approach were used for analysis.</p><p><strong>Findings: </strong>Service quality is positively associated with outpatient satisfaction, both directly and indirectly through patient trust. Patient trust partially mediates this relationship. While perceived waiting pressure negatively affects trust, it positively moderates the relationship between service quality and trust, indicating that high-quality service plays a stronger trust-building role under higher waiting pressure.</p><p><strong>Practical implications: </strong>The findings suggest that maintaining high service quality - particularly in staff interactions and process management - can buffer the negative effects of waiting pressure and enhance patient trust and satisfaction, especially in high-pressure outpatient environments.</p><p><strong>Social implications: </strong>By showing how organizational service practices can mitigate the negative effects of waiting pressure, this study highlights the role of healthcare organizations in fostering patient trust and supporting patient-centered care.</p><p><strong>Originality/value: </strong>By integrating service quality, patient trust, and satisfaction within a moderated mediation framework, this study conceptualizes waiting pressure as a critical boundary condition that reshapes how service quality translates into patient trust, rather than solely a service deficiency.</p>","PeriodicalId":47447,"journal":{"name":"Journal of Health Organization and Management","volume":" ","pages":"1-18"},"PeriodicalIF":2.2,"publicationDate":"2026-05-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"147844360","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The role of well-being experience and relational interactions in shaping patient behavioural intentions in physiotherapy clinics.","authors":"Malliga Marimuthu, Mirza Mohammad Didarul Alam, Nastaran S K Taghizadeh, Syed Abidur Rahman","doi":"10.1108/JHOM-04-2025-0222","DOIUrl":"https://doi.org/10.1108/JHOM-04-2025-0222","url":null,"abstract":"<p><strong>Purpose: </strong>This study examines the behavioural intentions of outpatients in physiotherapy clinics, specifically their likelihood of returning and recommending the clinic. Unlike traditional models that focus on external factors such as service provider competency, service quality, facility standards and operational efficiency, this study positions patient well-being experience as an internalised, self-assessed driver of behavioural intentions, shaped through relational interaction and patient empowerment.</p><p><strong>Design/methodology/approach: </strong>Data were gathered from 150 physiotherapy outpatients through a structured questionnaire and analysed using structural equation modelling (SEM) with the SmartPLS software.</p><p><strong>Findings: </strong>The findings demonstrate how experiential well-being influences patient retention and positive word-of-mouth. They underscore the importance of fostering relational interactions and patient empowerment, positioning well-being experience as a continuous, collaborative process that enhances engagement and recommendation behaviour in outpatient physiotherapy care.</p><p><strong>Practical implications: </strong>Findings of this study provide actionable insights for healthcare professionals. Physicians need to interact with patients in a more engaging way as well as empower patients to have their better well-being experiences, which leads to demonstrating positive behaviours in terms of repeat visits and recommendations, one of the desired goals of the healthcare organisations.</p><p><strong>Originality/value: </strong>By framing well-being experience as an internalised, self-assessed process, this study offers a novel perspective on patient loyalty and word-of-mouth intentions.</p>","PeriodicalId":47447,"journal":{"name":"Journal of Health Organization and Management","volume":" ","pages":"1-19"},"PeriodicalIF":2.2,"publicationDate":"2026-05-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"147844351","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}