Review
Open access
Aug 2026
Empowering Digital Service Employees: A Capability–Motivation–Behavior Model for Adaptive Service Excellence
Despite substantial investment in digital capabilities, service organizations continue to face inconsistent performance and employee disengagement. This study integrates Dynamic Capability Theory, Service-Dominant Logic, and Self-Determination Theory to examine how a Human Capability System (HCS) translates into Adapti...
Deri Prayudi, Ratih Hurriyati, Puspo Dewi Dirgantari
· Journal of Business and Mana... · 0 citations