A large-scale field experiment examines the influence of managerially controllable variables on consumer satisfaction with health care. Using consumers voluntarily enrolled in HMOs (control group), members assigned to HMOs (experimental group), as well as traditional fee-for-service (FFS) enrollees, the study compares the dominant modes of health care delivery on overall consumer satisfaction in an experimental setting. Further, the influence of health care delivery modes on the dimensions of access, resource, and cost as well as overall consumer satisfaction is explored. Finally, the stability of the satisfaction evaluations across health care plan types and time is explored. The implications of the results for health care policy makers and hospital administrators and directions for future research are discussed.
Journal of Business Research – Elsevier
Published: Jul 1, 1997
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