MEDIATING ROLE OF ENGAGEMENT OF NURSES IN THE RELATIONSHIP BETWEEN RESILIENCE AND SERVICE EXCELLENCE IN NURSING

Abstract The aim of this study is to identify the relationship between resilience and service excellence in nursing operations due to the engagement of the nurse in terms of delivering quality healthcare services. In this context, the literature depicted that Resilience in nursing mainly enables individuals to adapt the stress and even maintain emotional stability as well as perform effectively which is important to maintain service excellence. The quality of customer service is a mediator and even the resilience of the employees is a moderator. Engaged nurses exhibit higher dedication, engagement as well and focus which amplifies the impact of resilience on service quality. A positive working environment, which includes teamwork, effective communication and even a manageable workload, fosters both resilience and engagement. In the case of public hospitals, the management focuses on adverse working conditions by implementing a supportive as well as conductive working environment. In terms of elaborating the method, the study is mainly done with a “mixed-methods approach” for data collection and even analysis to provide a comprehensive understanding of the research topic. A quantitative method is primarily used to analyse the data collected from the primary source while qualitative insights are derived through the thematic analysis from the secondary sources, which include the journal articles. As a result, the nurses are engaged in terms of delivering patient-centric care to the patients. This helps in developing the health condition of the patients, which signifies a reflection of the resilience and excellence of the nursing services. Consistency in terms of delivering nursing care is denoted as the resilience of their services that establishes the relationship with the engagement of the nurses with their services.