Table 1 Table measurement items...

Table 1

Table measurement items

Construct	Dimension	Item	Statement	Source
Adaptive Leadership	GWP – Giving Work Back to People	GWP1	Hospital leaders empower staff to make independent decisions	Heifetz et al. (2009)
		GWP2	Staff are encouraged to take responsibility for patient care
		GWP3	Leaders provide guidance but allow staff to solve problems on their own
		GWP4	Staff are trusted to handle complex patient care situations
	IACs – Identifying Adaptive Challenges	IAC1	Leaders recognize complex issues affecting patient care
		IAC2	The hospital identifies challenges that require creative solutions
		IAC3	Leaders clearly communicate service challenges to staff
		IAC4	Staffs are aware of the organization’s critical problems
		IAC5	Adaptive challenges are addressed proactively by leadership
	MDA – Mobilizing for Adaptive Work	MDA1	Leaders motivate staff to work collaboratively to solve problems
		MDA2	Staffs are encouraged to participate in improving hospital services
		MDA3	Leadership inspires staff to adapt to changing patient needs
		MDA4	Leaders effectively coordinate teams for problem-solving
		MDA5	Staffs are actively involved in implementing improvements
	RD – Regulating Distress	RD1	Leaders manage stressful situations calmly
		RD2	Staffs provide support to patients during challenging moments
		RD3	Leaders maintain focus and discipline during crises
		RD4	Staffs handle patient complaints and emergencies effectively
		RD5	The hospital environment helps patients feel safe and supported
C. Service Quality (SERVQUAL)	E − Empathy	E1	Staff gives patients individual attention	Parasuraman et al. (1988)
		E2	Staff understands the specific needs of each patient
		E3	Hospital staffs are caring and considerate
	R – Reliability	R1	Services are provided as promised
		R2	Appointments and schedules are reliable
		R3	Staff performs tasks accurately and consistently
	RE – Responsiveness	RE1	Staff responds promptly to patient requests
		RE2	Staffs are willing to help whenever needed
		RE3	Patients receive timely information about services
	T – Tangibles	T1	Hospital facilities are modern, clean, and well-maintained
		T2	Medical equipment is up-to-date and functional
		T3	Staff appearance is professional and neat
Organizational Culture (OC)	OC	OC1	The hospital encourages teamwork and collaboration	Schein (2010)
		OC2	Staff shares common values prioritizing patient care
		OC3	The hospital promotes continuous improvement in services
		OC4	Leadership fosters a culture of accountability and responsibility

Construct	Dimension	Item	Statement	Source
Adaptive Leadership	GWP – Giving Work Back to People	GWP1	Hospital leaders empower staff to make independent decisions	Heifetz et al. (2009)
		GWP2	Staff are encouraged to take responsibility for patient care
		GWP3	Leaders provide guidance but allow staff to solve problems on their own
		GWP4	Staff are trusted to handle complex patient care situations
	IACs – Identifying Adaptive Challenges	IAC1	Leaders recognize complex issues affecting patient care
		IAC2	The hospital identifies challenges that require creative solutions
		IAC3	Leaders clearly communicate service challenges to staff
		IAC4	Staffs are aware of the organization’s critical problems
		IAC5	Adaptive challenges are addressed proactively by leadership
	MDA – Mobilizing for Adaptive Work	MDA1	Leaders motivate staff to work collaboratively to solve problems
		MDA2	Staffs are encouraged to participate in improving hospital services
		MDA3	Leadership inspires staff to adapt to changing patient needs
		MDA4	Leaders effectively coordinate teams for problem-solving
		MDA5	Staffs are actively involved in implementing improvements
	RD – Regulating Distress	RD1	Leaders manage stressful situations calmly
		RD2	Staffs provide support to patients during challenging moments
		RD3	Leaders maintain focus and discipline during crises
		RD4	Staffs handle patient complaints and emergencies effectively
		RD5	The hospital environment helps patients feel safe and supported
C. Service Quality (SERVQUAL)	E − Empathy	E1	Staff gives patients individual attention	Parasuraman et al. (1988)
		E2	Staff understands the specific needs of each patient
		E3	Hospital staffs are caring and considerate
	R – Reliability	R1	Services are provided as promised
		R2	Appointments and schedules are reliable
		R3	Staff performs tasks accurately and consistently
	RE – Responsiveness	RE1	Staff responds promptly to patient requests
		RE2	Staffs are willing to help whenever needed
		RE3	Patients receive timely information about services
	T – Tangibles	T1	Hospital facilities are modern, clean, and well-maintained
		T2	Medical equipment is up-to-date and functional
		T3	Staff appearance is professional and neat
Organizational Culture (OC)	OC	OC1	The hospital encourages teamwork and collaboration	Schein (2010)
		OC2	Staff shares common values prioritizing patient care
		OC3	The hospital promotes continuous improvement in services
		OC4	Leadership fosters a culture of accountability and responsibility

Source(s): Authors’ own work

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