In the last years, organisations have invested considerable resources into
programs that enhance the satisfaction of their personnel. The implicit
proposition underlying these activities is that content employees lead to
content clients. Employee satisfaction is expected to result in better working
performance including politeness, positive non-verbal behaviour, respect, and
cooperativeness in the employee-customer interaction. In the interaction
process customers may affect the satisfaction of employees.
This publication focuses on the following questions: Is there an influence of
customer...

Yasemin Mehmet stellt dar, welche Erwartungen Patienten an arztliche Konsultationen haben und was Qualitat aus Patientensicht ausmacht. In einer empirischen Untersuchung analysiert sie, welche Erfahrungen Patienten in Krankenhausern machen und wo Patienten Starken und Schwachen von Gesundheitsdienstleistungen sehen. Abschlieend zeigt die Autorin die Perspektiven von Patientenbefragungen auf.