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Customer Strategy Definition in Elderly Care: Understanding Customer-Focused Care Expectation and Managing Resource Allocation
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Author(s): Basel Khashab (University of Reading, UK), Uday Joshi (University of Reading, UK)and Stephen R. Gulliver (University of Reading, UK)
Copyright: 2014
Pages: 20
Source title:
Handbook of Research on Patient Safety and Quality Care through Health Informatics
Source Author(s)/Editor(s): Vaughan Michell (University of Reading, UK), Deborah J. Rosenorn-Lanng (Royal Berkshire Hospital Foundation Trust Reading, UK), Stephen R. Gulliver (University of Reading, UK)and Wendy Currie (Audencia, Ecole de Management, Nantes, France)
DOI: 10.4018/978-1-4666-4546-2.ch015
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Abstract
With an aging global population, it is important that clinicians empower their patients. Empowering the patient-physician interaction leads to a more positive health outcome. This chapter discusses the potential of adopting Customer Relationship Management (CRM) as a way of guiding non-critical care services (i.e. linking the problems of customer-focused care expectation and resource allocation management). Implementation of CRM solutions would create value for patients by supporting trust and service creation; however, the chapter highlights a need for a common and systematic way to implement CRM solutions in the healthcare domain.
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