“…Second, the traditional approach of inviting contributions from each medical or surgical division may not reveal disconnections between the stages of the process (Ben-Tovim et al, 2008). Finally, this kind of cross-JHOM 34,8 functional process, using a large capacity of the hospital's human and technological resources, has to be managed at macro level by middle and top managers (Castillo et al, 2011;Jweinat et al, 2013;Olsson et al, 2017). Consequently, all the actors in the frontline, middle and top management should be able to capture important aspects of the quality of the service offered.…”