TITLE

BRIDGING THE GENERATION GAP

AUTHOR(S)
Binder, Janna L.; Reeves, Jill
PUB. DATE
April 2010
SOURCE
Marketing Health Services;Spring2010, Vol. 30 Issue 2, p22
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
The article explores a healthcare consumer loyalty survey in the U.S. conducted by Professional Research Consultants Inc. (PRC) which helps define what loyalty means to healthcare consumers and better understand the actions taken by loyalists. It mentions that 1,000 adults in 2009 completed the survey via a randomized telephone poll conducted by PRC. It notes that regression analysis of the data was conducted, and found out that 51.6% of loyalty is affected by a combination of three factors including overall quality of care of hospitals, and the likelihood of consumers to recommend the hospital. Generation differences in how loyalty is cultivated for consumers and how they act upon it are also discussed. INSET: MEASURING LOYALTY.
ACCESSION #
50355368

 

Related Articles

  • Competency Counts. Gombeski Jr., William R.; Rudy, David; Springate, Suzanne; DePriest, Paul // Marketing Health Services;Spring2010, Vol. 30 Issue 2, p26 

    The article explores patient feedback on physician skill as an important business metric for healthcare organizations. It mentions that patient's satisfaction with their physicians is a major component of a patient's overall satisfaction in which the UK HealthCare, the clinical enterprise of the...

  • Marketing Within the Organization. Weiss, Rhoda // Marketing Health Services;Fall2003, Vol. 23 Issue 3, p10 

    The article looks at the need for companies in the U.S. to engage employees in marketing initiatives taken by the healthcare industry. Studies have shown that quality, patient care, customer loyalty, and satisfaction are directly affected by an employee's access to communications and timely...

  • The Three Rs of Success: React, Respond, Recover. Gitomer, Jeffrey // Business News New Jersey;04/25/2000, Vol. 13 Issue 17, p15 

    Discusses how to maintain satisfied and loyal customers. Use of three Rs, namely, React, Respond, Recover Plus 1; Examples of strategies tha will add some good to a bad situation and make the customer's last memory a pleasant one.

  • 5 steps to create client delight and lasting loyalty. Kuzmeski, Maribeth // Sell!ng;Mar2003, p13 

    Focuses on the steps to create client satisfaction and loyalty. Information on the 80/20 rule; Information on the KIT program; Proper approach to clients.

  • Better Get a Dog. Lach, Jennifer // American Demographics;Aug99, Vol. 21 Issue 8, p26 

    Presents information on a study conducted by Harte-Hanks Market Research on consumer loyalty and satisfaction in several industries in the United States. Banks; Department stores; Gas utilities.

  • Quick Tip: Don't pass the blame.  // Customers First;Feb2012, Vol. 17 Issue 2, p4 

    The article offers tips on how manage customers who had bad experiences with a company by finding ways on how regain his faith in the company and how to make him or her happy and satisfied.

  • PERSONAL CHARACTERISTICS AS MODERATORS OF THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND LOYALTY. Homburg, Christian; Giering, Annette // AMA Winter Educators' Conference Proceedings;1999, Vol. 10, p215 

    Presents an abstract of the paper 'Personal Characteristics As Moderators of the Relationship Between Customer Satisfaction and Loyalty,' by Christian Homburg and Annette Giering, presented at the 1999 Winter Educators' Conference of the American Marketing Association.

  • What's your proactive marketing approach to loyalty? Gitomer, Jeffrey // Business Journal Serving Fresno & the Central San Joaquin Valley;9/14/2012, p7 

    The article presents the author's views on customer loyalty and customer satisfaction.

  • Is Customer Loyalty a Pernicious Myth? Henry, Craig Douglas // Business Horizons;Jul/Aug2000, Vol. 43 Issue 4, p13 

    Focuses on the concept of customer loyalty. Why customers return to the same supplier or product; Discussion on monopoly, switching costs and risk aversions; Dangers of customer loyalty.

Share

Read the Article

Courtesy of THE LIBRARY OF VIRGINIA

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics