How patient and professional characteristics mediate between innovative work behavior and hospital performance: the moderating role of AI use

Purpose This study aims to examine how innovative work behavior (IWB) influences hospital performance (HP), with professional characteristics (ProC) and patient characteristics (PtC) as mediating factors. Furthermore, it examines whether the adoption of artificial intelligence (AI) moderates this relationship. Design/methodology/approach A structured questionnaire was used to collect data from 351 healthcare professionals in Pakistan. Partial least squares structural equation modeling was applied to test the hypotheses. Findings The results reveal that IWB has a significant, positive effect on HP, both directly and indirectly through ProC and PtC. These characteristics act as important underlying mechanisms through which IWB enhances performance outcomes. While AI adoption does not directly improve HP, it positively moderates the IWB–HP relationship, indicating that AI strengthens the performance outcomes of innovation-supportive environments. Originality/value This study integrates the resource-based view and job demands–resources into a nomological framework. It contributes to healthcare innovation research by showing that technological adoption alone is insufficient; employee innovative behavior and human-related characteristics are crucial drivers of HP.