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

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Roberta Guglielmetti Mugion

    (Roma Tre University)

  • Maria Francesca Renzi

    (Roma Tre University)

  • Laura Pietro

    (Roma Tre University)

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.

Suggested Citation

  • Roberta Guglielmetti Mugion & Maria Francesca Renzi & Laura Pietro, 2022. "Improving Service Quality Through Individuals’ Satisfaction. Evidence from the Healthcare Sector," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 745-772, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_36
    DOI: 10.1007/978-3-030-91828-6_36
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