Do satisfied employees lead to satisfied patients? An empirical study in an Italian hospital
Journal article, 2016
4P excellence model
Quality in healthcare
Picker’s questionnaire
customer satisfaction
partial least squares
Author
Hendry Raharjo
Chalmers, Technology Management and Economics, Service Management and Logistics
Roberta Guglielmetti Mugion
Universita degli studi - Roma Tre
Laura Di Pietro
Universita degli studi - Roma Tre
Martina Toni
Universita degli studi - Roma Tre
Total Quality Management and Business Excellence
1478-3363 (ISSN) 1478-3371 (eISSN)
Vol. 27 7-8 853-874Subject Categories
Production Engineering, Human Work Science and Ergonomics
Health Care Service and Management, Health Policy and Services and Health Economy
Applied Psychology
Business Administration
Probability Theory and Statistics
Driving Forces
Sustainable development
Areas of Advance
Production
DOI
10.1080/14783363.2016.1190641