The effect of capacity management strategies on employees’ well-being. A quantitative investigation in the healthcare industry

The aim of the paper is to understand and measure the effect that different capacity management strategies can have on the well-being of front-line employees in healthcare organizations. Healthcare organizations cope with a fluctuating demand through capacity management decisions, which mainly concern professionals who carry out front-lines tasks. Such strategies may produce some psychological effects, namely in terms of well-being that can in turn drive service quality. We present a study carried out on a database collected from 42 hospitals. Empirical evidence shows that tougher schedules and less flexible contracts lead toward lower job satisfaction and well-being of the employees.