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

Author

Listed:
  • 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)

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.

Suggested Citation

  • Antonio Sebastiano & Umberto Restelli & Romano Astolfo & Antonio Giangreco, 2023. "Health, care or shelter? An exploratory analysis of the factors affecting overall satisfaction with services of residents’ relatives in nursing homes," Post-Print hal-04282753, HAL.
    • Handle: RePEc:hal:journl:hal-04282753
    DOI: 10.1177/09514848221113520
    as

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