The role of service recovery in HMO satisfaction.

Research output: Contribution to journalArticle

5 Citations (Scopus)

Abstract

Complaint handling and service recovery by HMOs may be more efficient to implement and more determinant of customer satisfaction and retention than other approaches such as improving access to care. The current findings are consistent with research on recovery efforts in other industries. Complaint handling systems must achieve rapid and comprehensive identification and resolution of HMO member problems. Both cultural change and appropriate incentives to re-educate employees within HMO organizations are additional requisites to effective service recovery. The benefits to the HMO of expenditures on service recovery should be more immediate and sustainable than the benefits derived from other methods of increasing member satisfaction.

Original languageEnglish (US)
Pages (from-to)6-12
Number of pages7
JournalMarketing Health Services
Volume19
Issue number1
StatePublished - Mar 1 1999

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Health Maintenance Organizations
Health Expenditures
Motivation
Industry
Organizations
Service recovery
Research
Complaint handling

ASJC Scopus subject areas

  • Medicine (miscellaneous)

Cite this

The role of service recovery in HMO satisfaction. / Sarel, D.; Marmorstein, H.

In: Marketing Health Services, Vol. 19, No. 1, 01.03.1999, p. 6-12.

Research output: Contribution to journalArticle

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