This research investigates the effect of process management on clinical and experiential quality. Clinical quality measures hospitals' performance on patient safety, i.e., adherence to standards, whereas experiential quality relates to patient centeredness, i.e., responsiveness to the needs and...

Management studies suggest that developing and sustaining dynamic and operational capabilities is important in achieving competitive advantage. The process of developing capabilities is an underdeveloped research area and new insight is needed to understand how capabilities can be developed as...