Dissecting the HMO-Benefits Managers Relationship: What to Measure and Why.

Peltier, James W.; Westfall, John

The relationship between health maintenance organizations (HMO) and employee benefits managers (EBM) is multidimensional and complex. Relationship marketing theory is used to illustrate its role in strengthening interorganizational bonds and reducing defections to other health plans. The importance of various service dimensions in the HMO-EBM relationship can change depending on whether the measure used is overall satisfaction, overall quality, and loyalty to the HMO. By dissecting relationships in this way, HMOs can develop strategies that take multiple routes for building and maintaining strong partnerships with employee benefits managers.

HEALTH maintenance organizations; EMPLOYEE benefits; INDUSTRIAL relations; RELATIONSHIP marketing; QUALITY of service; MANAGED care programs; ECONOMICS; MARKETING; MANAGEMENT

Marketing Health Services, 2000, Vol 20, Issue 2, p4

1094-1304

Academic Journal