Digital Human Resource Practices and Psychological Empowerment as Drivers of Proactive Customer Service Performance: The Mediating Role of Organizational Climate and the Moderating Role of Job Security

Abstract

Public hospitals are under pressure to digitalize internal processes while maintaining responsive, patient-centered service. This study examines whether the digital transformation of human resource practices and psychological empowerment enhance proactive customer service performance through organizational climate, and whether job security strengthens the formation of that climate. A census survey was conducted among 230 physicians working in seven Type C government hospitals in the Gerbangkertosusila metropolitan region of East Java, Indonesia. Data were analyzed using partial least squares structural equation modeling. Digital HR practices (β = 0.287, p < 0.001) and psychological empowerment (β = 0.195, p = 0.001) positively predicted organizational climate, which in turn increased proactive customer service performance (β = 0.400, p < 0.001). Organizational climate transmitted the effects of both digital HR practices (β = 0.115, p < 0.001) and psychological empowerment (β = 0.078, p = 0.006). Job security did not significantly moderate either antecedent-climate relationship. The findings position organizational climate as the principal managerial mechanism through which technological and psychological resources become anticipatory service behavior. Public hospital managers should therefore combine digital HR investment with practices that reinforce communication, collaboration, trust, and employee support.