Knowing The Future
Understanding how attribute changes can influence customer loyalty in health care
James Bologna MORPACE International
BACKGROUND
In the United States, health insurance is generally provided to consumers (often referred to as health plan 'members') in either one of two methods; either using a non-managed care protocol or under a provision for managed care. The primary method used for managing care is through Health Maintenance Organizations (HMOs). In the 1980s HMOs had enjoyed a reputation for providing preventative care and reducing health care costs. Throughout the 1990s, HMOs lost favor with physicians and consumers due to the...