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Purpose The purpose of this study is to investigate the interplay between digital integration (DI), knowledge management practices (KMPs) and organizational agility (OA) in enhancing health-care delivery performance (HDP) within pharmaceutical supply chains. This study specifically examines how these mechanisms contribute to improved service quality, patient trust and organizational reputation in resource-constrained health-care contexts. Design/methodology/approach A cross-sectional survey was conducted in Jordan’s pharmaceutical sector. Data were collected from 312 professionals operating across pharmaceutical supply chain organizations using validated measurement scales. Partial least squares structural equation modeling was used to test both direct and mediated relationships linking DI, KMP and OA to HDP. Findings The results of this study indicate that DI significantly enhances HDP, with its strongest effects occurring indirectly through KMPs and OA. Knowledge routines strengthen OA, which in turn drives service reliability, delivery continuity and patient-focused responsiveness. The sequential mediation pathway (DI → KMP → OA → HDP) confirms that digital technologies create value only when embedded within knowledge-driven and adaptive organizational processes. Originality/value This study empirically validates a hybrid Knowledge-Based View–Dynamic Capabilities Theory (KBV–DCT) framework in an emerging pharmaceutical market. This study contributes novel insights by demonstrating how DI translates into superior health-care service quality, marketing advantage and societal value. The findings of this study offer actionable implications for managers and policymakers by highlighting the importance of aligning digital investments with knowledge management and agility-building strategies to strengthen patient trust and HDP.
Al-Dmour et al. (Tue,) studied this question.