Complaints and Disenrollment at a Health Maintenance Organization

Sara J. Solnick · David Hemenway

46 citations0/0 files storedJournal of Consumer Affairs

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Healthcare Policy and Management Patient Satisfaction in Healthcare

Abstract

Two options for dissatisfied customers are to voice their grievances or to stop doing business with the offending organization. The choice may be influenced by buyer loyalty. Data for a major Health Maintenance Organization are used to explore the empirical relationship among complaint (voice), disenrollment (exit), and time‐in‐plan (loyalty). Voice and exit are often used together. Compared to non‐complainers, those who register medical complaints are four and one‐half times more likely to leave the plan voluntarily. Time‐in‐plan reduces the likelihood of both voluntary and involuntary disenrollment.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 46 citations exist upstream.

References

1989Managing quality: the strategic and competitive edge 1971Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States 1990Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation Across Three Service Categories 1991Consumer Satisfaction, Dissatisfaction, and Complaining Behavior 1986EMPLOYEE VOICE AND EMPLOYEE RETENTION.1986Impact of couple patterns of problem solving on distress and nondistress in dating relationships.1975Dissatisfied Consumers: Who Gets Upset and Who Takes Action 1985Consumer Responses to Dissatisfaction in Loose Monopolies

Cited by

2019How far can brands go to defend themselves? The extent of negative publicity impact on proactive consumer behaviors and brand equity 2021Effects of CSR Messages on Apparel Consumers’ Word-of-Mouth: Perceived Corporate Hypocrisy as a Mediator 2012Measuring the success of retention management models built on churn probability, retention probability, and expected yearly revenues 2016Assessing customer retention in B2C electronic commerce: an empirical study

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.