Changing macroenvironmental factors have caused hospital administrators to reassess their positions across all service lines and market segments. This pilot study explores relationships among the service experience, satisfaction and future patronage decisions among 368 Medicare patients, an often overlooked segmaent, who were recent users of a hospital emergency room.
Mack, J. L., File, K. M., Horwitz, J. E., & Prince, R. A. (1996). Factors associated with emergency room choice among Medicare patients. Journal of Ambulatory Care Marketing, 6(1), 45-58. https://doi.org/10.1300/J273v06n01_03