This chapter aims at understanding service quality, analysing service measurement, customer and employee satisfaction in the healthcare field. The health sector is crucial as care and assistance services for potential and intrinsic characteristics are considered engines for a broader and more general transformation of modern society. An integrated perspective between internal and external satisfaction is described regarding service quality focusing on the critical relationships between internal and external satisfaction that contribute to the continuous improvement of delivered service quality. Three case studies contextualized in the healthcare industry are proposed.
GUGLIELMETTI MUGION, R., Renzi, M.F., DI PIETRO, L. (2022). Improving Service Quality Through Individuals’ Satisfaction. Evidence from the Healthcare Sector. In The Palgrave Handbook of Service Management. Palgrave Macmillan [10.1007/978-3-030-91828-6].
Improving Service Quality Through Individuals’ Satisfaction. Evidence from the Healthcare Sector
Roberta Guglielmetti Mugion
;Maria Francesca Renzi;Laura Di Pietro
2022-01-01
Abstract
This chapter aims at understanding service quality, analysing service measurement, customer and employee satisfaction in the healthcare field. The health sector is crucial as care and assistance services for potential and intrinsic characteristics are considered engines for a broader and more general transformation of modern society. An integrated perspective between internal and external satisfaction is described regarding service quality focusing on the critical relationships between internal and external satisfaction that contribute to the continuous improvement of delivered service quality. Three case studies contextualized in the healthcare industry are proposed.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
