Managers play a key role in shaping the service triangle and navigating stakeholder interests within this. In health care, labor shortages are prompting consideration of the consequences of care delivery for service users and staff. Here, the authors consider how senior nursing home managers tasked with balancing resident and worker interests manage tensions using work design. The findings identify a five-cluster typology, reflecting variations in how managers from 20 Flemish nursing homes operationalize the same resident-centered care model. Managers purposively shape a different service triangle in each operationalization, variously prioritizing benefits for residents, seeking the golden mean, or attempting to suppress tensions.

中文翻译：

---

管理人员塑造服务三角：通过疗养院的工作设计引导居民和工人的利益

管理人员在塑造服务三角和在其中引导利益相关者利益方面发挥着关键作用。在医疗保健领域，劳动力短缺促使人们考虑为服务使用者和工作人员提供医疗服务的后果。在这里，作者考虑了负责平衡居民和工人利益的高级疗养院经理如何使用工作设计来管理紧张局势。调查结果确定了五类类型，反映了来自 20 家佛兰芒疗养院的管理人员如何实施以居民为中心的相同护理模式的差异。管理人员有目的地在每次操作中塑造不同的服务三角形，以不同的方式优先考虑居民的利益，寻求中庸之道，或试图抑制紧张局势。