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

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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.

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Notes

  1. 1.

    Adapted by Raharjo, H., Guglielmetti Mugion, R., Di Pietro, L., & Toni, M. (2016). Do satisfied employees lead to satisfied patients? An empirical study in an Italian Hospital. Total Quality Management & Business Excellence.

  2. 2.

    Adapted by Guglielmetti Mugion, R., Musella, F., Di Pietro, L., & Toni, M. (2020b). The “service excellence chain”: An empirical investigation in the healthcare field. The TQM Journal.

Abbreviations

EFQM:

European Foundation for Quality Management

IEGSI:

Internal and External Global Satisfaction Index

OBNs:

Objected Bayesian Networks

SB:

Service Blueprint

SEC:

Service Excellence Chain

SPC:

Service Profit Chain

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Authors and Affiliations

  1. Department of Business Studies, Roma Tre University, Rome, Italy

    Roberta Guglielmetti Mugion, Maria Francesca Renzi & Laura Di Pietro

Authors
  1. Roberta Guglielmetti Mugion
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  2. Maria Francesca Renzi
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  3. Laura Di Pietro
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Correspondence to Roberta Guglielmetti Mugion .

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Editors and Affiliations

  1. CTF, Service Research Center, Karlstad University, Karlstad, Sweden

    Bo Edvardsson  & Bård Tronvoll  & 

  2. Inland Norway University of Applied Sciences, Elverum, Norway

    Bård Tronvoll

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Guglielmetti Mugion, R., Renzi, M.F., Di Pietro, L. (2022). Improving Service Quality Through Individuals’ Satisfaction. Evidence from the Healthcare Sector. In: Edvardsson, B., Tronvoll, B. (eds) The Palgrave Handbook of Service Management. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-030-91828-6_36

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