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The Effects of Open Access on Member Satisfaction and Intentions to Remain in an HMO

Gamble, John E.; Icenogle, Marjorie L.; Bryan, Norman B.; Rickert, Daniel A.

Health Care Management Review: October 2000 - Volume 25 - Issue 4 - p 34-47
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HCMR Award Winner

This study is the first empirical test of the strategic importance of member autonomy and open access in a managed care environment. The model utilized in this study assesses the relative importance of autonomy in selecting specialists (open access), service convenience, value/pricing, and HMO resources on member satisfaction with care and intentions to remain with the HMO.

John E. Gamble, Ph.D., is Assistant Professor of Management, Department of Management, Mitchell College of Business, University of South Alabama, Mobile, Alabama.

Marjorie L. Icenogle, Ph.D., is Associate Professor of Management, Department of Management, Mitchell College of Business, University of South Alabama, Mobile, Alabama.

Norman B. Bryan, Jr., Ph.D., is Assistant Professor, Department of Management, Robinson College of Business, Georgia State University, Atlanta, Georgia.

Daniel A. Rickert, B.A., is Vice President of Marketing, Therapy Management Services, Mobile, Alabama.

Copyright © 2000 by Aspen Publishers, Inc.