Health, care or shelter? An exploratory analysis of the factors affecting overall satisfaction with services of residents’ relatives in nursing homes

Antonio Sebastiano, Umberto Restelli, Romano Astolfo and Antonio Giangreco
Additional contact information
Antonio Sebastiano: LIUC - Università Carlo Cattaneo = Carlo Cattaneo University
Umberto Restelli: LIUC - Università Carlo Cattaneo = Carlo Cattaneo University
Romano Astolfo: Sinodè, Padua
Antonio Giangreco: LEM - Lille économie management - UMR 9221 - UA - Université d'Artois - UCL - Université catholique de Lille - Université de Lille - CNRS - Centre National de la Recherche Scientifique

Post-Print from HAL

Abstract: Residents' relatives are regularly solicited to evaluate the hotel, social- and health-care services that nursing homes provide to the aged in order to preserve their residual cognitive, physical, and social capabilities. In this study we argue that, due to the services' different technical and functional elements, residents' relatives find it easier to assess the quality of the hotel services instead of the other types of services. Based on 2012 responses from residents' relatives in 38 nursing homes in the Northern part of Italy, our results show that satisfaction with hotel services partially mediates the impact of satisfaction with social- and health-care services, above and beyond their direct effect on the overall satisfaction with all services. We conclude by discussing theoretical contributions and managerial implications.

Keywords: Satisfaction with services; mediating effects; nursing homes; residents’ relatives (search for similar items in EconPapers)
Date: 2023-08
References: Add references at CitEc
Citations:

Published in Health Services Management Research, 2023, 36 (3), pp.170-175. ⟨10.1177/09514848221113520⟩

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04282753

DOI: 10.1177/09514848221113520

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().