De Rosis, Sabina; Barchielli, Chiara; Vainieri, Milena; … - In: Journal of Health Organization and Management 36 (2021) 9, pp. 1-24
Purpose: User experience is key for measuring and improving the quality of services, especially in high personal and relation-intensive sectors, such as healthcare. However, evidence on whether and how the organizational model of healthcare service delivery can affect the patient experience is...