Emotions and satisfaction at the hospital: A comparison between public and private health providers in Italy

摘要: Purpose This study aims to compare public and private hospitals based on both cognitive affective components of patients’ satisfaction. Design/methodology/approach A survey 770 Italian patients from was conducted. Then, hierarchical non-hierarchical cluster analyses a series chi-squared tests were run with the aim segmenting emotional response. Findings Respondents show different levels satisfaction status or nature service provider. The analysis helped identify two segments. Specifically, highest positive emotions is reported have higher level intention return; this evidence much stronger when provider rather than one considered. A reveal that no significant differences exist among clusters socio-demographic characteristics. Research limitations/implications This uses convenience sample highly context specific, thus authors are unable make generalizations. Practical implications Hospital managers should develop customer-oriented approach, for example, by paying greater attention experience, via conducting systematic surveys improving servicescape. Originality/value The main contribution resides in simultaneously considering role behavioural intention, their responses. Moreover, only few studies provide comparison Italy.