Title: Professional competence, management capabilities and customer satisfaction: the case of the Italian Public Hospital

Authors: Alfonso Marino

Addresses: Department of Economics and Business, Faculty of Engineering, Second University of Naples, Naples, Italy

Abstract: The study starts with some remarks concerning the culture and the role of the service management within the Italian Public Hospital (IPH). A first analysis reveals little attention to the development of service and managerial culture. This is characterised by a low presence of functions relative to service coordination, management and control. More particularly, three problematic areas can be identified by focusing respectively on personnel motivation, ability to face uncertainties, modalities of management and control. Therefore, in the diagnosis of the difficulties of a service supply, a single element or problem rarely proves to be the root cause. Generally, we get better results if we analyse problems in terms of a vicious circle in which many different factors influence each other.

Keywords: Italian Public Hospital (IPH); professional competence; management capabilities; customer satisfaction.

DOI: 10.1504/IJHTM.2002.001137

International Journal of Healthcare Technology and Management, 2002 Vol.4 No.3/4, pp.183-192

Published online: 30 Jun 2003 *

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