Patients not customers

Why Customers Leave or Decide Not to Leave – 40

Demanding Customers: Consumerist Patients and Quality of Care

Consumerism arises when patients acquire and use medical information from sources other than their physicians. This practice has been hailed as a means of improving quality. This need not be the result. Our theoretical model identifies a channel through which consumerism may reduce quality: consumerist patients place additional demands on their doctors’ time, thus imposing a negative externalit...

Results of a Survey of KnowBe4 Customers and Non-Customers

Channel changes customers

Channel changes customers W ith the right stimulation, an ion channel changes its stripes, say Man-Kyo Chung, Ali Guler, and Michael Caterina (Johns Hopkins School of Medicine, Baltimore, MD). Even ion channels that are a little promiscuous have their favorite passengers. Such channels were generally thought to stay true to their preferred customers. But Chung et al. found that the TRPV1 channe...

Customers as Assets

Customers are important intangible assets of a firm that should be valued and managed. Although researchers and practitioners have recently emphasized customer relationships and customer lifetime value, these concepts have had limited impact on the business and investment community for two main reasons: (a) they require extensive data and complex modeling, and (b) researchers have not shown a s...