Knowing the future

Using data collected in the springs of 1999 and 2000 from a standardized survey of over 18,000 respondents across the United States, a prospective model of health plan customer loyalty was developed.

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...