Service issues in the Italian hearing aid industry

Hearing loss is increasing, yet even with the availability and provision of free hearing tests and aids by qualified community-based professionals specialising in audiology services, hearing aid adoption remains low. This article contemplates the findings of an Italian study, reported elsewhere, which adopted a consumer behavior approach to identify reasons why hearing aids have a low acceptance level in Italy, despite their usefulness. Employing a combined service management and hearing-health literature review, we identify issues with the structure, culture and operation of the Italian audiology industry. We propose a conceptual framework and offer four theory building propositions that are related to this highly regulated service industries. These propositions require further investigation and evaluation. We contend that the adoption of a service approach as opposed to product focus by the audiology industry will improve hearing services and ultimately improve access and use of hearing aids, benefiting both the individual and the society.