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Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review

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dc.citedby26
dc.contributor.authorBaashar Y.en_US
dc.contributor.authorAlhussian H.en_US
dc.contributor.authorPatel A.en_US
dc.contributor.authorAlkawsi G.en_US
dc.contributor.authorAlzahrani A.I.en_US
dc.contributor.authorAlfarraj O.en_US
dc.contributor.authorHayder G.en_US
dc.contributor.authorid56768090200en_US
dc.contributor.authorid55430817100en_US
dc.contributor.authorid7403523963en_US
dc.contributor.authorid57191982354en_US
dc.contributor.authorid54912750300en_US
dc.contributor.authorid36772742100en_US
dc.contributor.authorid56239664100en_US
dc.date.accessioned2023-05-29T08:08:45Z
dc.date.available2023-05-29T08:08:45Z
dc.date.issued2020
dc.descriptionData mining; Hospitals; Industrial research; Knowledge management; Patient treatment; Public relations; Quality control; Sales; Analysis and evaluation; Customer relationship management; Customer relationship management systems; Customer relationships; Healthcare environments; Innovative technology; Medical operations; Systematic literature review; Customer satisfactionen_US
dc.description.abstractCustomer relationship management (CRM) is an innovative technology that seeks to improve customer satisfaction, loyalty, and profitability by acquiring, developing, and maintaining effective customer relationships and interactions with stakeholders. Numerous researches on CRM have made significant progress in several areas such as telecommunications, banking, and manufacturing, but research specific to the healthcare environment is very limited. This systematic review aims to categorise, summarise, synthesise, and appraise the research on CRM in the healthcare environment, considering the absence of coherent and comprehensive scholarship of disparate data on CRM. Various databases were used to conduct a comprehensive search of studies that examine CRM in the healthcare environment (including hospitals, clinics, medical centres, and nursing homes). Analysis and evaluation of 19 carefully selected studies revealed three main research categories: (i) social CRM �eCRM�; (ii) implementing CRMS; and (iii) adopting CRMS; with positive outcomes for CRM both in terms of patients relationship/communication with hospital, satisfaction, medical treatment/outcomes and empowerment and hospitals medical operation, productivity, cost, performance, efficiency and service quality. This is the first systematic review to comprehensively synthesise and summarise empirical evidence from disparate CRM research data (quantitative, qualitative, and mixed) in the healthcare environment. Our results revealed that substantial gaps exist in the knowledge of using CRM in the healthcare environment. Future research should focus on exploring: (i) other potential factors, such as patient characteristics, culture (of both the patient and hospital), knowledge management, trust, security, and privacy for implementing and adopting CRMS and (ii) other CRM categories, such as mobile CRM (mCRM) and data mining CRM. � 2020 Elsevier B.V.en_US
dc.description.natureFinalen_US
dc.identifier.ArtNo103442
dc.identifier.doi10.1016/j.csi.2020.103442
dc.identifier.scopus2-s2.0-85083270400
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-85083270400&doi=10.1016%2fj.csi.2020.103442&partnerID=40&md5=ca68ec9839a122adf1a2f2cf8c5e708b
dc.identifier.urihttps://irepository.uniten.edu.my/handle/123456789/25381
dc.identifier.volume71
dc.publisherElsevier B.V.en_US
dc.relation.ispartofAll Open Access, Green
dc.sourceScopus
dc.sourcetitleComputer Standards and Interfaces
dc.titleCustomer relationship management systems (CRMS) in the healthcare environment: A systematic literature reviewen_US
dc.typeReviewen_US
dspace.entity.typePublication
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