Consumer satisfaction: A key to financial success in the managed care environment

Journal of Health Care Finance

Volumn 23, Issue 4, 1997, Pages 21-32

  Jones, Kenneth C ^a  

^a NONE

Author keywords

Chronic disease; Consumer driven market; Customer needs; Customer satisfaction; Fee for service financial risk; Managed care; Quality measures; Self management

Indexed keywords

CONSUMER; HEALTH CARE DELIVERY; HEALTH CARE FINANCING; MANAGED CARE; MEDICAL FEE; PATIENT SATISFACTION; REVIEW;

CONSUMER SATISFACTION; COST CONTROL; FEE-FOR-SERVICE PLANS; HUMANS; MANAGED CARE PROGRAMS; QUALITY OF HEALTH CARE; SELF CARE; UNITED STATES;

EID: 0030813423     PISSN: 10786767     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Review

References (10)

1. Sachs, M. "As HMOs Know, the Key is Customer Satisfaction." Modern Healthcare. 13 June, 1994.
2. Herzlinger, R. "Market Driven Health Care: Who Wins, Who Loses in the Transformation of America's Largest Service Industry." Reading, MA: Addison-Wesley Publishing Co. 1997.
3. Herzlinger, "Market-Driven Health Care," 19.
4. Quinn, J.B. Newsweek. 10 February, 1997, 52.
5. Herzlinger, "Market-Driven Health Care," 25.
6. Herzlinger, "Market-Driven Health Care," 245.
7. Herzlinger, "Market-Driven Health Care," 181-182.
8. Herzlinger, "Market-Driven Health Care," 7.
9. "Pediatric Asthma Management Program Can Lead to Savings." Continuing Care, February 1997, 8.
10. Peters, T.J., and Waterman, R.H. Jr. In Search of Excellence. New York, NY: Harper Row, 1982, 156.