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Complaints and Disenrollment at a Health Maintenance Organization
Author(s) -
SOLNICK SARA J.,
HEMENWAY DAVID
Publication year - 1992
Publication title -
journal of consumer affairs
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.582
H-Index - 62
eISSN - 1745-6606
pISSN - 0022-0078
DOI - 10.1111/j.1745-6606.1992.tb00017.x
Subject(s) - complaint , loyalty , health plan , plan (archaeology) , business , turnover , marketing , psychology , operations management , actuarial science , health care , economics , management , political science , archaeology , law , history , economic growth
Two options for dissatisfied customers are to voice their grievances or to stop doing business with the offending organization. The choice may be influenced by buyer loyalty. Data for a major Health Maintenance Organization are used to explore the empirical relationship among complaint (voice), disenrollment (exit), and time‐in‐plan (loyalty). Voice and exit are often used together. Compared to non‐complainers, those who register medical complaints are four and one‐half times more likely to leave the plan voluntarily. Time‐in‐plan reduces the likelihood of both voluntary and involuntary disenrollment.