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Previous Volume 337:210-215 July 17, 1997 Number 3

	Since this article has no abstract, we have provided an extract of the first 100 words of the full text and any section headings.

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The ability of consumers to complain effectively about services and products is a key ingredient of the market. In Exit, Voice, and Loyalty,¹ economist Albert O. Hirschman argues that the ability to take one's business elsewhere may not be enough to empower consumers in markets where all providers act similarly. Instead of simply going elsewhere, consumers need to have an effective way to voice their complaints, in order to give providers an incentive to be more responsive to consumers' interests.¹ Marc Rodwin has suggested that the Hirschman analysis may be particularly relevant to members of managed-care organizations and ``individuals with . . . [Full Text of this Article]

Medicare HMOs

Managed-Care Disputes

Aftermath of the Grijalva Decision

Facilitating Choice

Dispute-Resolution Mechanisms

References

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• Gal, I., Doron, I. (2007). Informal complaints on health services: hidden patterns, hidden potentials. Int J Qual Health Care 19: 158-163 [Abstract] [Full Text]  
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• Rodwin, M. A. (1999). Backlash: As Prelude to Managing Managed Care. Journal of Health Politics, Policy and Law 24: 1115-1126  
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