Service-driven capabilities as competitive advantage drivers: Evidence from Indonesian healthcare organizations
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Author(s)Kristiana SusilowatiLink to ORCID Index: https://orcid.org/0009-0000-3089-0874
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Lieli SuhartiLink to ORCID Index: https://orcid.org/0000-0003-4538-9569
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Agus SugiartoLink to ORCID Index: https://orcid.org/0000-0003-3699-7183
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DOIhttp://dx.doi.org/10.21511/ppm.23(3).2025.24
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Article InfoVolume 23 2025, Issue #3, pp. 328-341
- 32 Views
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1 Downloads
This work is licensed under a
Creative Commons Attribution 4.0 International License
Type of the article: Research Article
Abstract
The traditional way of differentiating services has reduced in a saturated market under Indonesia’s National Health Insurance, increasing competition across the health care sector. The objective of this study is to examine how organizational resources convert into sustainable competitive advantage when mediated by service capabilities, in Indonesian health care organizations. Data were collected through a self-administered survey from March to June 2023, from 158 accredited hospitals in Central Java, Indonesia. The data were analyzed using structural equation modeling with partial least squares (SEM-PLS).
The findings indicate that serving culture has an indirect influence on competitive advantage through service capabilities, and serving culture has no direct influence on competitive advantage. Service capabilities are a full mediator between serving culture and competitive advantage, while strategic HRM and workplace spirituality are partial mediators through service capabilities. All models exhibited strong explanatory power, and predictive relevance for service capabilities and competitive advantages. Hospital administrators may be able to take the results of this study, and create formal service capabilities to advance competitive positioning in Indonesia’s changing healthcare environment. The findings of this study confirm that intangible organizational resources should be operationalized through formal service capabilities to create sustainable business value, especially in standardized environments, where conventional forms of differentiation may not work. This paper adds to the understanding of how healthcare organizations can leverage their internal resources to achieve sustained competitive advantage in increasingly regulated and standardized environments.
- Keywords
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JEL Classification (Paper profile tab)L25, I11, M14, M12
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References34
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Tables11
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Figures1
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- Figure 1. Conceptual model
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- Table 1. Outer loadings of measurement items
- Table 2. Construct reliability assessment
- Table 3. Convergent validity assessment: Average variance extracted (AVE)
- Table 4. Discriminant validity assessment: Fornell-Larcker criterion
- Table 5. Discriminant validity assessment: HTMT ratio
- Table 6. Model fit indices
- Table 7. Collinearity assessment: Inner VIF values
- Table 8. Hypothesis testing results
- Table 9. Coefficient of determination (R²)
- Table 10. Predictive relevance (Q²)
- Table 11. Mediation analysis: Direct, indirect, and total effects
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The impact of COVID-19 on the transportation and logistics industry
Dalia Perkumiene ,
Agbonmere Osamede ,
Regina Andriukaitienė ,
Olegas Beriozovas
doi: http://dx.doi.org/10.21511/ppm.19(4).2021.37
Problems and Perspectives in Management Volume 19, 2021 Issue #4 pp. 458-469 Views: 7485 Downloads: 10557 TO CITE АНОТАЦІЯIn this present age of globalization, the logistics and transportation industry has become an integral part of most businesses/firms as it is aimed at ensuring the effective movement of people, distribution of goods and services from one location to another on time. Therefore, this paper aims to analyze the impact of COVID-19 on the logistics and transportation sectors. The qualitative research approach was adopted using analysis and synthesis of scientific literature, data from news reports, organizational sites, and a case study of data contents. The paper presented the analysis of negative and positive effects of COVID-19 on the logistics and transportation industry. The study also discusses possible strategies and further steps for improvement of the logistics and transportation sector, including the automation and introduction of other technologies, a sustainable and flexible transportation system, cooperation of logistics and transportation business. Findings regarding the positive implications of COVID-19 show noticeable advancements in the logistics and transportation sector, such as the rise of e-commerce businesses with efficient delivery options, and the development of 3rd party logistics services as more companies outsource supply chain operations. The study revealed the importance of strategic planning with a joint effort from the research centers, public sector, private sector, and educational institutions as one of the proposed solutions for the logistics and transportation industry.
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Perceived health risk, online retail ethics, and consumer behavior within online shopping during the COVID-19 pandemic
Yuniarti Fihartini ,
Arief Helmi ,
Meydia Hassan ,
Yevis Marty Oesman
doi: http://dx.doi.org/10.21511/im.17(3).2021.02
Innovative Marketing Volume 17, 2021 Issue #3 pp. 17-29 Views: 5209 Downloads: 1951 TO CITE АНОТАЦІЯThe risk of virus contracting during the COVID-19 pandemic has changed consumer preference for online shopping to meet their daily needs than shopping in brick-and-mortar stores. Online shopping presents a different environment, atmosphere, and experience. The possibility of ethical violations is higher during online than face-to-face transactions. Therefore, this study was conducted to investigate the influence of perceived health risk and customer perception of online retail ethics on consumer online shopping behavior during the COVID-19 pandemic, involving seven variables, namely perceived health risk, security, privacy, non-deception, reliability fulfillment, service recovery, and online shopping behavior. The data were collected through an online survey by employing the purposive sampling technique to a consumer who has shopped online during the COVID-19 pandemic in Indonesia. 315 valid responses were obtained and analyzed through quantitative method using SEM-Amos. The results showed that perceived health risk and four variables of online retail ethics including security, privacy, reliability fulfillment, and service recovery affected online shopping behavior. Meanwhile, non-deception was found to have an insignificant effect. The coefficient value proved perceived health risk to be more dominant in influencing online shopping behavior than the variables of online retail ethics. Thus, consumers pay more concern for their health during online shopping. However, positive consumer perceptions of the behavior of online retail websites in providing services also can encourage consumers to shop online during this pandemic.
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Human resource management in promoting innovation and organizational performance
I Gede Riana ,
Gede Suparna ,
I Gusti Made Suwandana ,
Sebastian Kot 
,
Ismi Rajiani
doi: http://dx.doi.org/10.21511/ppm.18(1).2020.10
Problems and Perspectives in Management Volume 18, 2020 Issue #1 pp. 107-118 Views: 4459 Downloads: 1065 TO CITE АНОТАЦІЯHuman resource management (HRM) is one of the elements enabling an organization to remain competitive in turbulence conditions. The effective practice of HRM makes competent and innovative employees contributing to the achievement of organizational objectives. This study aims to analyze HRM practices in creating innovation and organizational performance. The questionnaire was used to measure the respondents’ perceptions of variables used by a Likert scale. A survey of 126 manager samples and middle managers at export-oriented short and medium enterprises (SMEs) in Bali, Indonesia, was conducted to test the model. The analysis has shown that the proposed model was proven to be compliant with the research hypotheses. HRM significantly affects organizational performance and innovation, and it was found out that innovation can improve organizational performance. However, in the process of simultaneous testing, it was found out that innovation cannot improve organizational performance. The lack of attention to investments in human resources became one of the barriers to SMEs in creating innovation.
