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Assessment of customer satisfaction in public companies

La ricerca sulla customer satisfaction di operatori e di direttori di 1° e 2° livello di un’Azienda Sanitaria Locale di Torino ha l’obiettivo di stimare lo scarto tra percezioni ed aspettative di qualità di operatori e di manager di 1° livello nei confronti dei dirigenti di riferimento (manager di 2° livello) e di questi nei confronti della mission del top management dell’Azienda. La ricerca permette di definire il tasso di coerenza nei confronti di elementi considerati di qualità dalla dirigenza mentre l’analisi delle aspettative di qualità che gli operatori nutrono nei confronti dei propri referenti definisce l’insieme degli indicatori di gestione, in relazione agli standard della mission ed identifica conseguenti obiettivi di miglioramento e di innovazione.

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Paper provided by Institute for Economic Research on Firms and Growth - Moncalieri (TO) ITALY -NOW- Research Institute on Sustainable Economic Growth - Moncalieri (TO) ITALY in its series CERIS Working Paper with number 200210.

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Length: 36 pages
Date of creation: Dec 2002
Handle: RePEc:csc:cerisp:200210
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