Modelling the Relationship Between Edge Leadership and Marginalized Customer Experience: An Empirical Study at Al-Sadr Medical City

Abstract

Healthcare organizations in the public sector seek to improve their performance by adopting modern management approaches that focus on enhancing service quality and achieving a sustainable competitive advantage, thereby helping to meet the needs of diverse client groups. This study aims to examine the role of edge leadership in improving the experience of marginalized clients by analysing the nature of the relationship between the study variables and revealing the extent to which this leadership style influences the response to the needs of marginalized customers. The study adopted a descriptive-analytical approach, and the research tool consisted of a questionnaire distributed to 300 health leaders from a study population of 600 leaders, with 243 valid questionnaires recovered for statistical analysis. For data analysis, a set of advanced statistical methods was used using SPSS V.26 and SMARTPLS V.4.0.8.4. The results demonstrated the practical importance of edge leadership in supporting organizational response and improving the quality of services provided. The study recommended adopting edge leadership in health organizations by fostering a culture of flexible leadership and encouraging adaptation to environmental changes.