Date of Conferral

4-30-2026

Degree

Doctor of Business Administration (D.B.A.)

School

Management

Advisor

William Stokes

Abstract

Underutilization of services is a concern for business managers because it reduces organizational profitability and efficiency. Business leaders in non-emergency medical transportation organizations are particularly affected by this issue due to its impact on operational sustainability. Grounded in change management and innovation theories, this qualitative pragmatic inquiry explores strategies managers use to mitigate service underutilization and increase profitability. The participants were six managers of non-emergency medical transportation businesses who implemented successful strategies to mitigate service underutilization and increase profitability. Data were collected using semi-structured interviews and publicly available documents. Through thematic analysis, six themes were identified: (a) optimizing scheduling efficiency, (b) enhancing client engagement, (c) leveraging technology for profitability, (d) strategic partnership outreach, (e) cost control and resource allocation, and (f) reporting regulations. A key recommendation is that managers of non-emergency medical transportation businesses should focus on improving cost control. The implications for positive social change include the potential to enhance the sustainability of non-emergency medical transportation businesses, thereby supporting job creation and improved community health outcomes.

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