Improving Service Quality Through Individuals’ Satisfaction. Evidence from the Healthcare Sector

Roberta Guglielmetti Mugion (), Maria Francesca Renzi () and Laura Pietro ()
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Roberta Guglielmetti Mugion: Roma Tre University
Maria Francesca Renzi: Roma Tre University
Laura Pietro: Roma Tre University

A chapter in The Palgrave Handbook of Service Management, 2022, pp 745-772 from Springer

Abstract: 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.

Keywords: Service quality; Healthcare management; Employees’ satisfaction; Patients’ satisfaction; Transformative service research (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-91828-6_36

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DOI: 10.1007/978-3-030-91828-6_36

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