Differentiating HMOs through Customer Retention Strategy: An Empirical Examination

摘要: In an increasingly competitive health-care services environment, HMO profitability is becoming important and difficult to achieve. We draw forth a theory of increased through higher market share that achieved the strategy retaining existing customers by increasing overall satisfaction. then propose test differences in delivery service quality between high-customer retention low-customer HMOs. Specifically, we show high-retention HMOs have attractive physical facilities, are perceived as caring, competent employees, responsive, satisfied customers.