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Keywords: Dual factor theory (DFT)
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Journal Articles
IIMT Journal of Management  (2026) 3 (1): 74–92.
Published: 26 February 2026
... aims to examine the dual impact of DS on CX , assessing its role in improving hospital service competence. Design/methodology/approach The study is grounded in the dual factor theory ( DFT ) and employs an inductive research methodology. The study employed a qualitative approach involving...
Includes: Supplementary data

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